131

management development

LEADERSHIP & MANAGEMENT SKILLS

Executive Secretary / Administrator

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

PROFESSIONAL EXECUTIVE SECRETARYOFFICE ADMINISTRATOR

Executive Secretary – Introduction:Operational and Business management is growing exponentially and there are high demand for multitalented secretaries with expertise in a range of skills.

Definition “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions within the scope of assigned authority”

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

Course ObjectiveThe Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Course Coverage

Executive Secretary -

Executive Secretary/Office Administrator (24 Hrs.)

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

PROFESSIONAL EXECUTIVE SECRETARYOFFICE ADMINISTRATOR

Executive Secretary – Introduction:Operational and Business management is growing exponentially and there are high demand for multitalented secretaries with expertise in a range of skills.

Definition “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions within the scope of assigned authority”

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

Course ObjectiveThe Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Course Coverage

Executive Secretary -

Executive Secretary/Office Administrator (24 Hrs.)

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

1: Office Management 2: Skills for Administrative Assistants

Executive Secretary -

Executive Secretary/Office Administrator (24 Hrs.)

Course Coverage

Executive Secretary -

Course Coverage

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Operational and Business management is growing exponentially and there are high demand for multitalented Operational and Business management is growing exponentially and there are high demand for multitalented

3: Business Documentation Skills 4: Business Correspondence

1: Office Management 2: Skills for Administrative Assistants

Executive Secretary/Office Administrator (24 Hrs.)

Executive Secretary -

Executive Secretary/Office Administrator (24 Hrs.)

Course Coverage

Executive Secretary -

Communication & business writing skills, Office Administration.

Course Coverage

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the

Operational and Business management is growing exponentially and there are high demand for multitalented Operational and Business management is growing exponentially and there are high demand for multitalented

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

Executive Secretary/Office Administrator (24 Hrs.) Executive Secretary/Office Administrator (24 Hrs.)

Course Coverage

Communication & business writing skills, Office Administration.

Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the

Operational and Business management is growing exponentially and there are high demand for multitalented

Executive Secretary/Office Administrator (24 Hrs.) Executive Secretary/Office Administrator (24 Hrs.)

meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any industry, thereby increasing their career opportunities.

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure,

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the

Communication & business writing skills, Office Administration.

communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for

Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-tive Secretary course, students will understand:

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure,

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure,

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Operational and Business management is growing exponentially and there are high demand for multitalented

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Course Coverage

Executive Secretary -Executive Secretary -

Executive Secretary/Office Administrator (24 Hrs.)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

Operational and Business management is growing exponentially and there are high demand for multitalented

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

Executive Secretary/Office Administrator (24 Hrs.)

(Webster’s new world Secretarial handbook, Prentice-Hall, New York,1989,p.4)

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions “ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the

Operational and Business management is growing exponentially and there are high demand for multitalented

1: Office Management 2: Skills for Administrative Assistants

3: Business Documentation Skills 4: Business Correspondence

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

Operational and Business management is growing exponentially and there are high demand for multitalented

Executive Secretary/Office Administrator (24 Hrs.)

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the

3: Business Documentation Skills 4: Business Correspondence

1: Office Management 2: Skills for Administrative Assistants

Executive Secretary/Office Administrator (24 Hrs.)

“ A secretary shall be defined as an executive assistant who possesses a mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment, and make decisions

Learning from a well reputed institute, is what every executive desires. The Executive Secretary/Administrator Training Course offered by Zabeel Institute ensures that our students gain expertise practical and theoretical knowledge, along with efficient administration and secretarial skills, which helps them to be successful in any

The Objective Of the course is to provides a comprehensive education and enhance the knowledge of those candidates who are in general administration, projects , secretaries etc. By completing the Professional execu-

Duties of administrative assistant, time management, Scheduling appointments, Organizational structure, Minutes, Memorandums, Improve office efficiency, handle office stress, handle work related problems, Oral communication, mail processing, understanding the technologies in the office, record management, plan for meetings, Conferences, supporting your Manager, Diary Management, Streamlining the office, business skills Communication & business writing skills, Office Administration.

Operational and Business management is growing exponentially and there are high demand for multitalented

Detailed Course Content

Office Management

Overview for the New Administrative Assistant Why Are You Needed? What Do Employers Want? Interview Tips Your Apprenticeship

Daily Routine Your Office Your Workstation Office Supplies Reference Works Work Planning Dictation and Transcription Your Employer’s Office The Intangibles

Telephone Usage Telephone Manners Taking and Transferring Calls Taking Messages Screening Calls Protecting Your Employer Courtesy Telephone Etiquette Tips Often-Used Numbers Telephone Companies Domestic Long Distance Calls Domestic Information International Long Distance Calls Special Calls Voice Mail Etiquettes Answering Services

Mail Services and Shipping Beyond a Letter and a Stamp Addressing for Success How Your Company Can Receive the Benefits Postal Automation: Encoding for Business Mailers Metering Packaging U.S. Postal Service Mail Services Forwarding First-Class and Other Mail Other Special Mail Services Information on the Internet Alternative to the USPS

Travel Arrangements Today’s Business Traveler Getting the Trip Underway Doing It Yourself Transportation Reservations Using a Web-Based Travel Service Using a Travel Agency The Itinerary Before-the-Trip Checklist International Travel Time Zones International Currencies

Meetings Anatomy of a Meeting Types of Corporate Meetings Scheduling Meetings Meeting Agencies Meeting Minutes Conferences Scheduling Meetings Using Microsoft Outlook’s Calendar

Time Management Overview of Time Management Controlling Procrastination Maintaining an Active List Creating Action Plans Keeping a To-Do List Scheduling

Keeping Accurate Records A Critical Duty Getting Ready Basic Filling Systems File Cabinets

Skills for Administrative Assistants

Your Future Growing as the Company Grows Learn About the Business Upgrade Your Skills Recognizing a Time for Change Finding a New Job Your Resume The Interview

Presentation Skills Why Make Presentations? Preparing Your Presentation Delivering Your Presentation Group Presentations

Communications Skills Giving Feedback Listening Nonverbal Communications Interviews

Office Management and Supervision The Role of the Office Manager Building Trust with Your Team Conflict Management

Business Documentation Skills

The Business Letter Appearance Paragraphing Parts of a Business Letter Beginning the Letter Contents Closing the Letter A Last Look Letters written by the Administrative Assistant Routine Letters Interoffice Memorandums and E-Mails Paper Selection Envelopes Labels

Other Written Communications Reports Documenting Sources Report Templates Press Releases Tables Editing and Proofreading

Forms of Addresses Some Additional Guidelines

Legal Documents and Terms Grammalogues Document Formats Notary Public Forms Codicils to a Will Agreements and Contracts Proxy Glossary of Legal and Real Estate Terms

Business Correspondence

Grammar The Parts of Speech Nouns Verbs Adjectives Adverbs Pronouns Prepositions Conjunctions Articles, Determiners & Quantifiers Interjections

Language Usage and Style Sentence Subject Subject-Verb Inversion Subject-Verb Agreement Predicates Objects Complements Modifier Placement Noun Phrases Prepositional Phrases Appositive Phrases Absolute Phrases Infinitive Phrases Gerund Phrases Participial Phrases Clauses Sentence Fragments Sentence Variety Resumptive and Summative Modifiers Modifier Placement Other Ideas on Sentence Variety Sentence Types Compound Sentences Transitions Avoiding Redundancies Phrases and Words to Omit Clichés Unbiased Language

Common English Usage Problems Language: Key to Your Success Verbose Expressions Correct Usage Problem Pronouns Dangling Participles

Spelling Dictionary Uses Plurals The Suffix Irregular Spelling Capitalization Confusing Homonyms American English and British Differences Compound Words and Hyphenation Negative Formations Commonly Misspelled Words

Pronunciation Perfecting Your Speech Words List

Punctuation Purpose of Punctuation The Period The Comma The Question Mark The Exclamation Point The Semicolon The Colon Quotation Marks

Italics The Apostrophe The Dash Ellipses Parentheses Brackets The Hyphen The Slash

Numerals Words or Figures? Dollars and Cents Time Dates The Hyphen Ages Dimensions Weights and Measures Percentages Page Numbering The Abbreviation for Number Plurals of Numbers Roman Numerals

About Zabeel International

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for execu-tives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

Zabeel International Advantage

Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Al Qusais | Deira | Knowledge Village | RAK | Abu Dhabi | Sharjah

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.aeSuite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE.

Our Accreditations:

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

CONDUCTINGEFFECTIVEPERFORMANCE APPRAISALS

PERFORMANCE MANAGEMENT

TRAINING COURSE DESCRIPTION

In today’s competitive market, it is absolutely essential to systematically manage the performance of employees to make them as motivated and productive as possible. Any organisation that risks neglecting this important systematic review, is bound to fail when competing against those who use such optimisation.

It is well known that motivated staff not only work harder and longer, but are also much more likely to innovate and bring new ideas than others. Innovative companies are much more competitive & can handle bigger challenges swiftly & come out stronger than their competitors.

To create a productive atmosphere, an organisation simply needs to respond to the needs of its staff. Understating what motivates employees and aligning it with organisation’s objectives is the essence of an effective performance management system. This system requires HR support, periodic appraisals and constructive coaching sessions.

In this course, delegates learn how to perform the role of an appraiser or a coach who needs to interact with employees, co-workers, team member or others to provide feedback to them. This role can be assigned to anyone including team leaders, managers, supervisors, colleagues or ever staff from other departments. Whatever the role of an appraiser, this course prepares them to provide continuous and periodic feedback to appraisees. Continuous feedback is provided through regular coaching and mentoring sessions while periodic feedback is provided through appraisal meetings. Delegates learn how to ask the right questions, help appraisees to set goals and targets, how to motivate them, how to deliver difficult messages and in short how to help them to increase their productivity.

The course is divided to various distinct sessions where delegates learn the specific skills and get to practice each skill in carefully designed exercises.

“The gem cannotbe polished without friction, nor man perfected without trials.”

Chinese proverb

The Course on Appraisal Meetings and Increasing Staff Productivity How to Motivate, Coach and Reward People

COURSE DELEGATES WILL LEARNPERFORMANCE MANAGEMENT• What is performance management? • What is the difference between modern and traditional methods & why this matters? • What is involved in a performance management system? • What should an appraiser do? • What is 360 degrees feedback program and how can it help?

APPRAISAL MEETINGS• How to hold an appraisal meeting? • How to prepare for the meeting as an appraiser or appraisee? • How to structure the meeting? • What to talk about at the meeting? • What is the preferred order of topics to go through in an appraisal meeting? • How to encourage openness? • What types of questions work best in an appraisal meeting?

GOAL SETTING• How to set useful goals? • How to motivate an employee to follow and reach his goals? • How to avoid setting bad objectives? • How to make sure performance targets are consistent with business objectives? • What is KPI and how does it relate to performance management? • How to reduce apathy & encourage individuals to reach peak performance? • How to influence individuals by modifying their thought patterns using the latest research in behavioural psychology?

Course feePlease contact the corporate consultant. The fee and duration would be quoted after Corporate TNA (Training Needs Analysis).

Certification Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education , UAE

REWARDS• What reward systems help to boost staff’s performance? • How to rank employees against their colleagues and co-workers? • How can ranking systems fail and what should you be aware of in the context of performance management?

COACHING• What is the best way to coach? • What are the principles of learning? • What is the best way to coach individuals? • How should you formulate your sentences to have maximum effect in a coaching session?

COMMUNICATION SKILLS• How to provide constructive feedback? • How to deliver praise? • How to provide feedback on difficult situations? • How to systematically help individuals to become aware of what others think of them and how they can reflect on this to improve their performance?

Audience: Anyone

Prerequisites: None

Course Level: Beginners & Intermediate

DELEGATES WILL BE ABLE TO

• Setup an appropriate performance management system based on modern principles and methodologies • Set efficient objectives that lead to productivity and follow guidelines on how to continuously manage performance • Hold a constructive appraisal meeting that helps to motivate the appraisee and maximise information transfer • Use appropriate reward and ranking systems that increase appraisees’ motivation and guide them towards the right direction • Use the GROW model to coach, question and guide a coachee • Motivate individuals, reduce apathy and increase their confidence in themselves to achieve more than ever before • Deliver your potentially negative message and get a good response • Use an effective technique to reinforce the behaviour of others in the direction of your choice • Apply a powerful method that lets people to discover other people’s true opinion about themselves

COURSE MATERIAL

The student would be provided with lecture notes as handouts or books which ever is appropriate to the lecture.

Recommended reference books or websites would be suggested to the students for further reading if the student needs a deeper understanding of the topics that are covered in the class.

THE PHILOSOPHY BEHIND PERFORMANCE MANAGEMENT TRAINING COURSESome organisations treat performance management and appraisals as a formal exercise in paper pushing. An appraiser and an appraisee sit around a table, discuss a number of points mentioned in the form provided to them by their HR department while always thinking that this entire exercise is a waste of time and they rather be working on their projects instead. Naturally, these employees may eventually believe that appraisals are just there to keep HR busy or are carried out at the end of the year to see who gets a bigger share of the bonus pie.

A good appraisal system is not just about figuring out how much bonus should be paid to a particular employee, it is about motivating staff and increasing their productivity which in turn will increases their job satisfaction.

This course is carefully designed to address various skills required when appraising others. A typical team leader who is assigned to appraise a team member might be good at leading team but not know how to run an appraisal meeting. Coaching, mentoring and goal setting is an important skill for appraisees and delegates get many chances in this course to practice such skills.

Similar to other courses provided by us, the emphasis is to get delegates to practice the skills rather than just to lecture them on these topics and expect them to know what to do. Of course, sometimes it is necessary to brief them on theoretical aspects of appraisal systems used today such as reward and ranking so they know how the whole system works and what their role is in the system.

This course is not specific to any particular role such as managers or leader who might regularly perform appraisal. It is suitable for anyone who has been assigned the role and needs to mentor or coach another employee and appraise them.

Zabeel Vision

Unifying people at all levels with education towards a common goal empowering them with creative and critical thoughts. We provide a sound foundation for education and empower an enterprise by developing its strengths.

ZABEEL INTERNATIONAL ADVANTAGES

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

HOW TO MANAGE AN OFFICE PROFESSIONALLY

OFFICE MANAGEMENT SKILLS

Effective Office Management Skills

Program OverviewThis course allows participants to see clearly how

offices can be run efficiently and effectively. This

extremely intensive course will concentrate on

providing you with all the skills and techniques you

need to run your office systems effectively, while also

equipping you with the ability to manage yourself &

the others around you. Designed carefully to enhance

your existing skills, it will provide you with a

valuable survival kit to deal with every aspect of your

role when you return to work. In a nutshell you will

have the know how & the confidence to create a

dynamic & stimulating office environment where

systems & people work effectively together to achieve

the desired results.

Who Should Attend?This course would ideally suit staff responsible for

the planning & organizing of an office environment

or a team of people, e.g. office managers or

executive assistants. This programme will provide

new skills and develop confidence to be able to run

a smoother operation.

Course Objectives• To understand the roles and responsibilities of an office manager

• To examine recruitment procedures

• To be aware of, and deal with, health, safety and environmental issues at work

• To understand effective office policies and procedures

• To ensure the smooth running of the office at all times

• To understand smart methods of filing and adapting this to your business needs

• To understand different methods of filing, their advantages and disadvantages

• To learn to manage time more effectively, using planning and organizing skills

• To enhance communication skills

• To develop assertiveness skills

• To understand cultural differences

• To display a positive image at all times

• To learn to deal with difficult people, manage upwards and manage your boss

What You Will Gain• The ability to implement the tools and techniques of the programme to increase your effectiveness and efficiency

• Ways to schedule your time and prioritise your daily life

• The ability to administratively manage an office

• The ability to manage office personnel

Course Coverage:Understanding the Role of the Office Manager• Understanding the role of the office manager role:

– Functions – Roles – Responsibilities

• Clarifying expectations

How to communicate effectively• Use different communication styles when needed based on circumstances

• Express your ideas assertively, confidently and precisely

• Ask the right questions for the right reasons

• Discover what you know about yourself and how others think of you

• Avoid misunderstandings and overcome communication barriers

• Empathize to establish trust & communicate effectively

• Deliver your potentially negative message and get a good response

• Read and interpret body language and gestures while communicating with others

How to manage disagreements, develop trust & understanding• Recognise conflicts and their escalation over time so you can address them more effectively

• Select an appropriate conflict resolution style based on your needs to get maximum results

• Manage your emotions and influence others emotionally when in conflicts

• Recognise Tactical Approaches used when interacting with others that may lead to conflicts and take appropriate steps to avoid a conflict developing

• Negotiate over what you want and move on to a win/win outcome

• Prevent destructive conflicts at the workplace

How to delegate the work• Appreciate the importance of delegating to others as a way to offload work and get more done in your busy life

• Face your fear of delegation and learn to think positively of delegating tasks to others

• Adopt an appropriate strategy to delegate the right task to the right people at the right time and in the right way

• Use a systematic step-by-step approach to brief people on what you want to delegate to them

• Follow a number of important guidelines to monitor the performance of the delegatee as well as your own performance when delegating

• Coach and empower others to perform at their peak and help them grow while completing a delegated task

Multi Tasking and Effective Time Management• Re-evaluate and simplify your goals to increase your productivity

• Focus on what is most important and use techniques to simplify everything to boost your productivity

• Use a series of techniques to save lost time in meetings and use alternative means of communi cation according to your needs

• Use a step-by-step technique to replace your bad habits with good habits and increase your productivity

• Automate your notes and tasks, program yourself for good habits, engineer your environment and monitor yourself to increase efficiency

• Improve your current time management system using advanced GTD techniques on action formulation, periodic review and prioritization

• Process e-mails systematically using advanced e-mail management techniques such as automation, task management, filtering and frequency control

Planning and Organizing Skills• Defining Planning & Organizing

• The Planning Cycle

• Setting Goals & Objectives

• Smart Goals

• Adjusting Goals

• The Key Elements Of The Planning Cycle

• Planning & Organizing Exercise

• The Key Elements Of Organizing

• Organizing Using A Gantt Chart

• Prioritising Workload For Effectiveness & Efficiency

• Planning & Organizing Exercise

• Improving Personal Organization

• Improving Your Work Environment: Office Layout, Computer & Paperwork

• Work Smarter, Not Harder

Effective team Building Skills• Identify how teams progress overtime and how does this impact team members and the leaders’ leadership style

• Evaluate a team’s balance based on Team Roles and use systematic methods to enhance the efficiency of a team’s intercommunications

• Use empathic communication and increase your understanding of emotional skills

• Deliver constructive feedback and praise efficiently while paying attention to both verbal and non-verbal communication

• Discover what you know about yourself and how others think of you

Essential Negotiation Skills• The critical importance of obust negotiation skills

• Understanding your counterpart

• Learn your strengths and play to them

• Tactics & counter tactics – a best practice approach

• Why win/win is the ultimate goal in any negotiation

Dealing with Difficult Situation - People and Emotions• Dealing with the organisational hierarchy

• Coping with those who know better

• How to handle emotions & feelings in a professional way

• Conflict resolution – a best practice approach

• Dealing with the human crisis

Dealing with Pressure and Stress• Coping with difficult problems

• The importance of keeping things in perspective

• Dealing with crisis scenarios

• Practical breathing techniquesHow to handle your own stress

• Coping with others in stress

About Zabeel InternationalZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engi-neering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Zabeel International Advantages• Over 25 Years Experience in training Professional Executives

• Achiever of many QUALITY AWARDS for training from 1988 till date

• Qualified and Certified Trainers

• Sophisticated Lab with High end machines and Licensed software

• Certificates attested by the Ministry of Education, UAE

• Vast resource materials for reference & course materials

• Free online support for further assistance

• Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Course on Theory, Psychological and Physiological Aspects of Stress Management

STRESSMANAGEMENTSTRESSMANAGEMENT

Training Course DescriptionIn today’s world, we experience a lot of demand for our time, inputs and contributions to the organization we work for and the society at large. Such demands are increasing as world is getting more complex and real-time due to all the technological progresses and this can inevitably leads to more stress.

As a result, managing stress is a critical skill that you must master and pay more attention to as we advance more into the future. Stress management is about increas-ing productivity and operating at peak performance. With the right level of stress you can achieve as much as you are capable of, not to mention a higher chance of enjoying what you do when you are at it.

This course walks through many aspects of stress management such as time manage-ment, people skills, motivation, diet, influence techniques, right mentality, assertive-ness and so on. Each topic is explored in detail and exercises are provided to emphasis the skills during the course. Managing stress requires the correct mentality and attitude towards life. This course, through several sessions and subjects, repeatedly explores this important topic so that the delegates are more likely to adapt to the new point of view and approach life with the right skills to get maximum results.

"Examples, Scenarios, Conversations and Group Exercises to Use and Learn How to Operate at Peak Performance."

In this day-long highly practical course you will learn What is stress How to take advantage of stress to increase your performance What is the impact of stress at individual or organisational level How to monitor yourself to detect the early signs of stress What are the myths about stress How to interact with people and manage your stress to get maximum results How to use the power of mind to its fullest capacity to get back in control of your life How to organise and use time management to increase performance and reduce stress How to read body language signals How to assertively communicate with others What physical exercises work best to relive stress How to observe your emotions when getting stressed and respond to them accordingly How correct breathing can help you to become more productive How to use diet to manage stress How to delegate to maximise your throughput How to use a set of eleven techniques to reduce stress. These techniques are extensively explained & are accompanied with various exercises How to say No and offload work from your busy life How to use the power of positive thinking to master the art of stress management

Audience: Anyone Prerequisites: NoneCourse Duration: 1 Day Course Level: Beginner & Intermediate

By the end of this course, participants will be able to: Understand how stressed you are, what it means for you and how it impacts your life Monitor your stress level and detect when it is reducing your performance Anticipate and resolve stressful situations systematically using time-based and people-based techniques Use specific exercises & diets to become more productive Respond to stressful situations using a variety of powerful techniques and become more productive Say No and be loved for it! Use autosuggestion and imagination to full extent to manage your stress level

The Philosophy Behind Stress Management Training CourseStress management touches on just about every topic in the spectrum of soft skills. This is natural as stress management is about productivity and mental health. The course is designed from the ground up to expose delegates to as many areas as possible for the duration of the course so not only they get to experience different techniques used for managing stress, but they can also understand which areas they should expand on. Stress management is a lifelong skill and indeed a one-day course might not be enough. By exploring many topics, delegates come to realise that there is more than one solution to stressful situations. If they have tried something in the past which didn’t work, they can see that there are many more methods they can still use.

Questionnaires, individual exercises and group activities are all there to help the delegates identify any unhelpful mentality and learn new skills to deal with developing stressful situations.

Course fee

Please contact the corporate consultant. The fee and duration would be quoted after Corporate TNA ( Training Needs Analysis)

Course Material:The student would be provided with lecture notes as handouts or books which ever is appropriate to the lecture.

Recommended reference books or websites would be suggested to the students for further reading if the student needs a deeper understanding of the topics that are covered in the class.

Certification:Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education, UAE

About Zabeel InternationalZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Con-struction, Projects, Accounts & Finance, Management & Languages etc.

Zabeel International Advantages• Over 25 Years Experience in training Professional Executives • Achiever of many QUALITY AWARDS for training from 1988 till date• Qualified and Certified Trainers • Sophisticated Lab with High end machines and Licensed software• Certificates attested by the Ministry of Education, UAE• Vast resource materials for reference & course materials• Free online support for further assistance• Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

AssertivenessSkills

AssertivenessSkills

Training Course Description

“We are injured and hurt emotionally, not so much by other people or what they say and don't say, but by our own attitude and our own response.”

Maxwell Maltz

Have you ever felt intimidated by others? How many times have you told yourself that you could have done better when handling a conversation only to repeat the same mistakes again? Do you like to stay out of conflicts and keep to yourself? Do people take advantage of you?

This course is for anyone whose answers to these questions are “yes”. Delegates will learn how to boost their confidence and express themselves assertively. Handling other people, whether they are aggressive or passive, is something we all need to do no matter what we do in our jobs and doing it well consistently requires a skill. This course helps delegates to master this skill.

Assertive staff are extremely lucrative to companies because they can express themselves freely, get things done, don’t take no for an answer (which is useful when dealing with clients) while at the same time appear polite, professional and fair.

This course contains many practical, step-by step guidelines on how to approach others and construct sentences to get maximum results. Delegates will learn about the right attitudes, body language, styles of communication and psychology behind manners such as passive-aggressive behaviour. Delegates also learn how to stay in control and project that feeling into others as well.

The best approach to master assertive techniques is to go through case studies, participate in practical exercises and keep repeatedly performing the skill until it is completely memorised. This approach which is used in this course allows the delegates to learn the content fully during the course and leave the course knowing that they can confidently address real-world challenges as they appear.

Learning Outcome

What is Assertiveness? What is Assertiveness?

How does assertiveness differ from aggressive or passive behaviour?

What are examples of assertive behaviour?

How to avoid appearing aggressive, when you want to be assertive?

What is passive-aggressive behaviour and how to deal with it?

What kinds of criticisms are good & what kinds are bad?

How different types of people react to criticism?

How to criticise & change someone’s behaviour?

How to receive criticism?

How to use a step-by-step approach to give constructive feedback?

How to Deal with Emotions? How to Request?

How to appeal to emotions to get maximum effect?

How to present your view systematically and assertively?

How to take advantage of body language to say and get what you want?

How to distinguish between different behaviours using non-verbal communications?

How to ask for what you want?

How to construct your sentences to get your message across confidently?

How to use a number of advanced techniques to respond to someone when your request is not registered?

How to Praise? How to Disagree?

What does praising do?

Why praising is difficult?

How to deliver your praise to get maximum results?

How to express your disagreement & stay friends?

What is the -6step disagreement technique?

How to say No?

By the end of this course,participants will be able to:

Distinguish between assertive, aggressive and passive behaviour

Express yourself assertively using specific verbal and non-verbal techniques and get maximum results

Request what you want assertively and get it

Criticise and change behaviour while staying friends

Use a simple technique to reinforce the behaviour of others

Disagree with the other person in such a way that helps them understand your stance on the matter without taking it personally

Say No and be loved for it!

The Philosophy Behind Assertiveness Skills Training Course

Knowing what to say and when is not a trivial task. We are engaged in different conversations everyday and use ever more sophisticated ways to communicate with our friends, family and colleagues. The more opportunity to communicate, the more we need to know how to effectively express ourselves and handle all sorts of communication challenges. For example, it is not always easy to assertively say no, but then if you know how to say it correctly it may not be that difficult. In fact it might be quite satisfying and rewarding.

The philosophy behind this course is to help the delegates to practice these daily encounters in a controlled environment using a variety of powerful exercises on assertiveness and communication skills that help the delegates put together effective words and mean what they have in mind to get results.

Many delegates may know what they ought to do, but when it comes to it, they may feel paralysed and helpless. This course will be incredibly useful for anyone who has ever wondered he or she could have done better in a previous conversation.

Packed with lots of group and individual exercises, the course aims to train until the idea ‘sinks’ in. Delegates are not required to ‘memorise’ a set of procedures. Instead, exercises are designed to train `them the sequence until they absorb the material in their long term memory through repeated use. They will know how to express themselves assertively without becoming aggressive. This way the course feels less intense, more entertaining.

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Investment Please contact the corporate consultant. The investment and duration would be quoted after Corporate TNA (Training Needs Analysis).

Course Material:

The Delegates would be provided with notes as handouts.

Reference books or websites would be suggested to the delegates for further reading.

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

The Advantage of Zabeel

● Over 25 years experience in training Professional Executives ● Achiever of many QUALITY AWARDS for training from 1988 till date● Qualified & Certified Trainers ● Sophisticated Lab with High end machines and Licensed software● Certificates attested by the Ministry of Education, UAE● Vast resource materials for reference and course materials● Free online support for further assistance● Free follow up orientation seminars, workshops & placement assistance

Certification:

Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education, UAE.

About Zabeel

"Communication skills can be learned systematically and mastered through persistent practice."

"Communication skills can be learned systematically and mastered through persistent practice."

Packed With Essentials CommunicationTheories and Effective Methods

1 DAYCOURSE

As social entities, we spend a lot of time and effort in communication with others. Mastering the art of communi-cation increases our chances of success in both professional and personal lives. Any performance improvement here will directly lead to benefits for your team, your job and your personal life. Communication skills can be learned and mastered through persistent practice.

This course has been designed to accommodate two types of delegates with different communication needs; one group are co-workers who already know each other and want to improve their intercommunication skills and the other group are those delegates who don’t know each other or have not worked in the same team before. This group could include anyone from newly employed floor worker to managers, executives and team leaders. The course contains various optional content that you can use to tailor the course based on your delegates' needs.

How NOT to Communicate!

The Communication Skills Training Mate-rials offered by us focuses on core concepts vital to successful communi-cation such as Styles of Communica-tion, Effective Listening & Questioning Skills, Assertiveness, Empathy and more. To master communication

skills, extensive interactive and hands-on exercises are provided during

the training course which encourage learn-ing and increase the delegates' confidence.

“�e single biggest problem in communication is the illusion that it has taken place.” George Bernard Shaw

By the End of This CourseParticipants Will be Able to:

LearningObjective

In This Highly Practical CourseDelegates Will Learn:

CourseContent

Use different communication styles when needed based on circumstances

Express your ideas assertively, confidently and precisely

Ask the right questions for the right reasons

Discover what you know about yourself and how others think of you

Avoid misunderstandings and overcome communication barriers

Empathize to establish trust and communicate effectively

Deliver your potentially negative message and get a good response

Read and interpret body language and gestures while communicating with others

What is an ideal communication?

What are different styles of communication?

What are the 4 orientations in communication and how does each person’s style impact their communication with you?

Communications Styles

What does it mean to be assertive and how can you achieve it?

How to provide feedback to others so they take your word seriously?

How can you avoid appearing aggressive?

How to use systematic methods to evaluate what you know about yourself and what you know about others?

How to learn which areas you need to work on to improve yourself based on other people’s impression of you?

Interacting with People

How to ask the right questions at the right time?

How to get what you want and stay friends?

How to address uncomfortable issues and prepare others to open up to you?

What are the differences between open and closed questions and how can you take advantage of each?

How to seamlessly guide a conversation towards the direction of your choice?

Questioning Techniques

What causes misunderstanding?

How can you minimise misunderstanding?

How can stereotyping affect your communication?

How to use active listening to gain rapport and commitment?

When should you use first person sentences when communicating with others and when should you use second person?

Misunderstanding

What is the effect of empathy on communication?

How to use a simple empathic technique to construct sentences based on what you hear from others and make an empathic communication?

Empathy & Emotional Intelligence

How to handle phone conversations?

How to put people on hold?

How to transfer a phone call to someone else?

How to end a phone call?

Telephone Skills

How can you read people through their body language and understand their motives better?

What gestures should you be aware of?

What are the differences between open and closed body gestures and how do they impact your communication with others?

How to spot lies?

How to control your voice to get maximum effect?

Body Language

The Philosophy Behind CommunicationSkills Training Course

A communication is successful when a message has been send and received without much distortion. Messages conveyed badly by the sender or misinterpreted by the receiver prevent ideas and thoughts to be expressed correctly and causes much confusion and misunderstandings.

The aim of this course is to minimise such distortions. By focusing on subjects such as body language, listening techniques, effective questioning, self exploration and empathy delegates gain a better understanding of the role played by each one of such concepts in making or breaking communication.

In addition to embracing principles of successful communica-tion, this course contains a variety of effective exercises and group activities which have been proven to encourage learning ability and help increase information retention.

Please contact the corporate consultant. The invest-ment and duration would be quoted after Corporate TNA (Training Needs Analysis).

Investment

The delegate would be provided with notes as handouts or books which ever is appropriate to the lecture.

Reference books or websites would be suggested to the delegate for further reading.

Course Material:

Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education

Certification:

Package Contents

SlideNotes

Course Workbook

Script / CourseNotes

Exercises/ Handouts

RecommendedReadings

And other features like, certificate of

achievement, etc

About Zabeel

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

● Over 25 years experience in training Professional Executives

● Achiever of many QUALITY AWARDS for training from 1988 till date

● Qualified & Certified Trainers

● Sophisticated Lab with High end machines and Licensed software

● Certificates attested by the Ministry of Education, UAE

● Vast resource materials for reference and course materials

● Free online support for further assistance

● Free follow up orientation seminars, workshops & placement assistance

The Advantage of Zabeel

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

TRAINTHE TRAINER

“I never teach my pupils; I only attempt to provide the conditions in which they can learn.” Albert Einstein

Delivery SkillsHow to train others with minimum e�ort and get maximum results. all you need to do is prepare trainers for a successful training course delivery.

Training Course DescriptionDelivering a training course requires many skills. A trainer must know the content well or be an expert in it, be able to communicate well, know how learning works, have a high level of empathy to understand what delegates are going through and be able to show enthusiasm about the content.

Since these are only skills, anyone can master them with correct training. Trainers must feel con�dent about their domain or expertise, however a good trainer must poses a set of skills directly dedicated to training others and on transfer of knowledge form one person to another.

People always remember a good teacher many years later and the same applies to the training world. Becoming a good trainer is not at all hard. All you need to do is to practice the required skills and have persistence to use them. Next, adjust your performance based on the feedback from your delegates and how much they have learned from your delivery session.

However, there is a catch. Most people go through many forms of training in their lifetime and when it comes to delivering a training course, many simply copy what was used on them. Invariably they were lectured and presented to during their education and trainers simply use the same techniques to train others. Unfortunately this leads to sub-optimal results since training is very di�erent from lecturing. �e most important lesson a trainer must learn is this distinction which does not come naturally and it is a skill that needs to be acquired through practice and persistence.

A Comprehensive Courseon Train �e Trainer, Utilising the Latest Researchin Learning and E�ectiveTransfer of Knowledge

�is course allows trainers to acquire these critical skills by understanding the way they work and delegate’s learning patterns. �e course employs the same mechanism to train learners; hence learners can see the method both in theory and in practice. As a result, this comprehensive course allows delegates to learn a substantial amount of content in a very short time. �e course is designed to take place over three days. Although this is the recommended length, we can easily modify the content to suit the delegate’s needs and time available for training.

�e Train the Trainer course prepares delegates to deliver outstanding training sessions regardless of the topic.

Use Accelerated Learning to Increase Pace of Learning1 Exploit Human

Memory Patterns2 Improve Understanding of Group Dynamics3

Learn to Teach By Examples4 Handle Di�cult

People and Learn to Coach5 Maximise Impact by

Delivering a Memorable Presentation6

Increase Knowledge Transfer by Con�guring Your Environment7 Ask the Right Questions

and Fully Engage Participants at All Times8 Show Con�dence

Using Correct Body Language9

Learn to Focus on Facilitation andTraining as Opposed to Lecturing10

Training Presentations & Demonstrations�is is a hands-on course where delegates learn to practice all the skills taught. Delegates are expected to bring a prepared session to the course and present it. Comprehensive instructions are provided to system-atically assess their performance and provide feedback. �e feedback is used to tailor the course to their speci�c needs.

�roughout the course, learners will participate in many exercises designed to teach them speci�c skills such as sequencing, delivery, body language, verbal skills and so on.

Home assignments are provided where participants are expected to prepare for next day’s training sessions.

Finally, participants present their sessions and get assessed on their performance. Again, comprehensive instructions are provided on assessment. �is is recorded based on 3 sets of criteria, on CONTENT, on DELIVERY and on SEQUENCE which is explored during the course. Delegates who quali�es according to the set standards will be awarded a certi�cate of achievement.

Learning OutcomeBy the end of this course the delegates will be able to:

Demonstrate your training capability by presenting a short course iUse Accelerated Learning principles & suitable instructional methods to deliver e�ective coursesiiSequence the course structure based on best practices in line with established learning methodologiesiiiPresent your training content e�ectively while employing established learning principlesivUse training tools in line with human perception capabilities to maximise information transfervIncrease learning based on Cognitive Training Model, training theories and memory patternsviTake advantage of multiple channels of communication by exploiting the environment, using body language and training aidsviiUse powerful questioning techniques, increase delegates’ participation, coach and handle di�cult situationsviii

�e Philosophy Behind Train the Trainer Delivery Skills Training Course: We have spent a substantial amount of time to perfect this course. In line with the products we o�er. We have researched and developed this course with a huge amount of attention to detail to ensure we can provide a quality course highly bene�cial to our customers.

�e Trainer the Trainer course is suitable for anyone who aims to become better at training. �e research on best training methodologies is used in the course both as content (to be taught to delegates) and as the underlying training methodology (to transfer these skills to delegates). �is dual approach makes the course much more e�ective which means it can deliver more content at any given time.

Because of this feature, the course had to be carefully designed to transfer train the trainer skills, while also be an example of an ideal course delivery. �e script is full of details on how a trainer who want to teach a Train the Trainer course should approach and deliver it to get maximum results. �is training meta-knowledge, so to speak, is provided in the script at various intervals as necessary to facilitate the delivery of this course.

Our knowledge of providing training courses allows us to provide you the best train the trainer training.

ZabeelCourse

Designer

Program ContentIn this highly practical course delegates will learn:

How Learning Works? What is Accelerated Learning and how to take advantage of it in a training environment? What are instructional methods and which types are suitable for training? What is Competency Based Training?

How to Sequence Your Content? What is an ideal order of content to go through when delivering a course? What should be included in the introduction? What should be included in the body? What should be covered at the end of the course?

How to Present Your Content? How to balance the distribution of your content to get best results? What is the e�ect of using examples and case studies in training? How to monitor progress? How to exploit repetition? How to deliver the information to increase memory retention and learning?

How to Plan Your Training? What materials do you need to run a course? How humans process information and what does it mean for a trainer? What tools to use to boost the e�ectiveness of your training and increase learning pace? How to use little-known MS Power Point features to enhance your training? How to prepare for deliver a course?

Session 1

TrainingPresentations Preset prepared training sessions

Receive systematic feedback on these presentations

Prepare new training sessions for assessment

Session 2

Session 3

How to Master the Art Delivery? How to take advantage of Cognitive Training Model to focus training on your learner & get best results? How people learn? How people forget? How people can learn together?

How to Take Advantage of Your Environment for Training Delivery? What is an ideal training room con�guration for speci�c courses? How to take advantage of body language? What training aids can you use? How to control pace?

How to Deliver Using E�ective Verbal Communication Skills? What are questioning strategies and when should you use them? How to formulate your questions to get best results? How to avoid bad questions? How to increase delegate participation? How to handle questions? How to coach? How to increase enthusiasm?

Training Exercises Design and structure a new training presentation for demonstration Practice on delivering this presentation using new techniques learned in the course Receive feedback on delivery of this training presentation Implement feedback to improve the session

Training Demonstrations Review content covered in the course and participate in recap exercises to reinforce learning Receive feedback for prepared training sessions before delivery All delegates present training sessions based on speci�c instructions. Receive systematic feedback based on 4 sets of criteria on delivery performance.

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Course Material�e delegate would be provided with notes and handouts.Reference books or websites would be suggested to the delegate for further reading.

Package Contents Slide Notes Course Workbook Script / Course Notes Exercises / Handouts Recommended Readings Other features like, certi�cate of achievement, etc

Certi�cationCourse Completion Certi�cate would be issued at the end of the training by Zabeel International. �is certi�cate can get attested from Ministry of Education, UAE

About ZabeelZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We o�er training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

About Zabeel Over 25 years experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Quali�ed & Certi�ed Trainers Sophisticated Lab with High end machines and Licensed software Certi�cates attested by the Ministry of Education, UAE Vast resource materials for reference and course materials Free online support for further assistance Free follow up orientation seminars, workshops & placement assistance

EFFECTIVE COACHINGAND COUNSELING SKILLS

This Program develops a manager's skills to coach and counsel employees effectively, to improve job performance, and motivate people. Participants learn how to identify coaching needs and follow a step-by-step guide to coaching. They learn how to effectively communi-cate performance expectations, how to give positive and negative performance feedback, how to provide coaching follow-up and support, and how to measure performance results.

The ability of frontline managers and supervisors to inspire their staff is essential to organi-zational success. This can happen only through effective coaching. Too often, “working” managers and supervisors fail to provide effective coaching because they feel they don't have time and/or they don't know-how. In this course everyone develop skills to coach effec-tively and save time by dealing with performance problems in a timely manner.

► Know the phases and processes of internal consulting ► Clarify the roles and responsibilities of a professional internal consultant ► Be able to market yourself as an internal consultant ► Learn how to implement a strategy for the client ► Build relationships and influence through credibility, rapport and trust ► Develop client-facing skills, manage expectations and conduct client interviews ► Handle difficult clients, overcome objections and provide solutions ► With the skills learned in this course, managers and supervisors are better equipped to conduct effective performance improvement discussions and provide the feedback and ongoing support employees need to improve job performance and work behaviors.

How You Will Benefit

Business professionals with proven expertise in their own jobs but who need special consul-tative skills when going beyond their area of focus to consult with internal clients.

Who Should Attend

Effective Coaching and Counseling Skills

Program Objectives

By the end of the program, participants will be able to: ► Define coaching, counseling and mentoring and describe the differences between these critical people management skills.► Coach and/or counsel an employee using the multi-step coaching & counseling processes.► Use coaching and counseling to help subordinates meet or exceed work targets.► Use FACTS – the 5 principles of effective coaching.► Define mentoring, its main steps and requirements, and how it can be used to improve employee competence.► Relate the role of the leader to that of a coach.

Program Outline

Coaching and Counseling

► Benefits and Issues► Critical Factors in Coaching► Coaching Versus Counseling

Coaching, Counseling and Mentoring► Definitions and Applications► Difference between Coaching, Counseling & Mentoring► Coaching Core Competencies► The Competency Iceberg► The 5 Principles of Coaching (F.A.C.T.S.) o Feedback o Accountability o Challenge o Tension o Systems► The 3 Stages of Performance: o Preparation & Planning o Performance Evaluation o Motivation

Mentoring► Birth, Growth, Maturity, Conclusion► Contexts in which Mentoring Is Used► Characteristics of Mentors and Mentees► The Benefits of Mentoring► Difference between Mentoring and Coaching

Coaching and Counseling Skills► Communication ► Barriers to Listening► Active Listening ► Benefits of Coaching► The "TGROW" Model of a Super Coach o Topic o Goal o Reality o Options o Will

At the Conclusion of This Workshop,Participants Will be Able to:

1. Conduct PERFORMANCE COACHING SESSIONS with their employees whenever their work performance or behavior is not up to standard, by:► Following a proven performance coaching process ► Giving praise where progress has been shown ► Being assertive in giving corrective feedback where there are remaining areas for improvement ► Using facilitation skills in involving employees to self-appraise their own performance, and to elicit ways for improvement ► Understanding the three main cause categories of poor performance or behavior, in order to identify the root cause/s ► Understanding and utilizing 13 skills of good performance coaches

2. Conduct a PERFORMANCE COUNSELING INTERVIEW whenever an employee's work performance or behavior falls well below standard, or is repeatedly below standard, by:► Understanding when stronger action than coaching is required ► Gathering the necessary information, and planning an appropriate counseling strategy (considering the personality of the employee) ► Following a proven performance counseling process ► Being firm regarding non negotiable performance standards ► Not getting personal, but sticking to the facts, and pointing out the negative impact of unacceptable performance or behavior ► Ensuring the employee's commitment to an agreed plan of action (and by following up on this) ► Retaining & even enhancing - the employee's level of self-esteem, motivation & loyalty ► Understanding both the employee's and the employer's legal rights with respect to performance counseling

Our Accreditations:

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

1) Effective Listening:► Hearing vs. listening► Tone of voice► Body language (observing & projecting)► Poor and good listening habits

2) Responding with Empathy:► Difference between sympathy and empathy► Why, when and how to empathize

3) Facilitating through Questions:► Open questions► Closed questions► Probing / seeking information► Paraphrasing / checking understanding► Summarizing Clarification► Using the "silence" technique

4) Giving Feedback► The Principle of "Consequence Management" and its application► Why, when and how to give praise► Why, when and how to give criticism constructively

3. Effectively use the following PERFORMANCE INTERVIEWING SKILLS:

About ZabeelZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Con-struction, Projects, Accounts and Finance, Management and Languages etc.

About Zabeel► Over 25 years experience in training Professional Executives ► Achiever of many QUALITY AWARDS for training from 1988 till date► Qualified & Certified Trainers ► Sophisticated Lab with High end machines and Licensed software► Certificates attested by the Ministry of Education, UAE► Vast resource materials for reference and course materials► Free online support for further assistance► Free follow up orientation seminars, workshops & placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Business Skills“The first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a serv-ant and a debtor. That sums up the progress of an artful leader”

Max DePree

This course also aims to help you in Spotting the trends quickly and effectively Assessing the needs of stakeholders Influencing the key people Increasing team creativity Inspiring your team Managing risks Exploiting opportunities

Effective leaders have acquired a set of skills and developed behaviours that set them apart from others. Successful leaders inspire and motivate people. They have the ability to create a vision and transfer it to those around them. They encourage hope, positivity, ambition and compassion. They are good communica-tors; know about planning and more importantly they can manage people. While all good managers are not leaders, all successful leaders certainly know how to manage people.

Good leaders have strong values, defined goals and clear plans to achieve those goals however they are pragmatic and embrace the change. Their flexible approach allows them to change their strategy and even beliefs to deal with differ-ent situation and unexpected developments especially in times of crisis. They are good problem solvers and encourage creativity, confidence and determination in their staff to overcome setbacks and problems.

Although skills are an important part of making a strong leader, it is the behav-iour that often marks a successful leader. Great leaders show integrity, enthusi-asm, determination, confidence and wisdom. They understand people’s needs and group characteristics. They appreciate hard work and reward it accordingly.

Training Course Description:What does it take to become an effective leader?

Is leadership a natural talent or acquired skills?

Is management the same as leadership?

What are the differences between tactical and strategically planned leadership styles?

If you are looking for an answer to any of the above questions, then you are in the right place. This course offers effective skills and practical solutions for successful leadership. Detailed course mate-rials, exercises and a comprehen-sive action plan at the end of the course will maximize your learning and allows you to take full advan-tage of these newly acquired skills once back at work.

Course Content:GOAL ORIENTATED THINKING

Effective leadership without defined goals and objectives is impossible. As a successful leader you have to make it clear to your staff what are the common goal of your organisation.

STRATEGY

You need a strategy to achieve your goals. A clear and comprehensive strategy will prevent the team getting carried away with unimportant details and help them focus on the main objective.

CENTRE OF THE NETWORK

Strong leaders are at the centre of organisations. They are capable of interacting with a full circle of people, from staff to stakeholders. This interaction allows you to identify needs and recognise opportunities.

INFLUENCE

Successful leaders understand the art of influence. They know who to influence and how. Learning about different influence techniques to use on a varity of people will not only increase your authority but also increase the chance of success.

Lear�ingOutcomeBy the end of this course you will be able to:

Lead your team and achieve results

Understand the relationship between stakeholders, clients, team members and you

Influence people in the right direction

Communicate effectively with team members

Coach and develop your team so that they operate at their peak

Think strategically and align your team with company's mission

Achieve results through people

LEADERSHIP STYLES

Some leaders have one leadership style which works in some situations but not in others. Effective leaders however understand the value of pragmatism and develop different styles of leadership suitable for changing environments. You will learn about different styles of leadership and what style to use in different situations and with different people.

DELEGATION

Effective delegation not only gives a leader more time to deal with more impor-tant issues, it also increases team’s confidence in their abilities. Learn the rules of effective delegation.

CREATIVE THINKING

You will learn how to brainstorm, inspire your team to become more creative, encourage contribution and how to capture ideas and information.

RISK AND OPPORTUNITY MANAGEMENT

As a leader you need to identify risks promptly in order to deal with them effective-ly and to prevent any future problems. Recognizing opportunities on time will allow you to take advantage of situations successfully.

ACTION PLAN

At the end of this course you will create an action plan which will improve your leadership skills.

MOTIVATION AND QUESTIONING TECHNIQUES

Motivation increases enthusiasm, positive energy and productivity. By understanding your team’s vision you learn to motivate them effectively. Using the right ques-tioning techniques will also help you in reaching to the bottom of problems and encourage efficient problem solving

DEVELOPING PEOPLE

As a strong leader you need to understand your people’s perspec-tive, their abilities and vision in order to bring the best out of them. Don’t forget that as a successful leader you are a role model and should live up to it.

CourseMaterials:The delegate would be provided with notes and handouts. Refer-ence books or websites would be suggested to the delegate for further reading.

The philosophy behind leadership skills t�aining course:

We have been running this course for many years and it has been quite success-ful. We have implemented numerous changes and modification over the years based on the feedback we have received from our delegates.

The 1 or 2 days course is designed to prepare the delegates for a leading role. We usually get two kinds of delegates. 1: A manager who is managing a team and who is busy with his official commitments. 2: A Leader who is in a leading role, and now want to master the art systematically so that they can lead better.

The course is designed to accommodate both types by training them about people personalities, bad leadership habits, and correct attitude. It is well understood that being told what to do is not as effective as actually carrying it out. Hence, the course uses extensive exercises to engage the delegates and put them artificially in a similar situation at work. Their performance can be observed by the tutor in this controlled environment and scored and evaluated based on the instructions given. The tutor can easily provide feedback and emphasize learning points and move on to the next topic. This way, the delegates have a higher chance of learn-ing and remembering the concepts thought.

Our experience shows that delegates who went through this course were extreme-ly positive about their experience and also thought the course was more like a coaching session where their needs were specifically addressed and they received a tailored training session. Indeed this is the direct result of the design of the course which is based on accelerated Learning and Modern Coaching Skills.

Negotiation Skills

Decision Making

Goal Setting

Team Building

MODULES COVERED

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Leadership Skills Communication Skills

Team Building

Delegation Skills

Creativity & Innovation Delegation Skills

Time Management

Assertiveness Skills

About ZabeelInter�ational Zabeel Institute, established in 1988, is a leading Educational and Training Institute for execu-tives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to profes-sionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

Zabeel Inter�ational Advantage Over 25 years experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

marketing MANAGEMENT

Marketing Management

Who is it for?

Who is it for? This qualification is aimed at those who are working in supporting marketing roles, usually within the marketing function, but also targets individuals in more senior roles, particularly in SMEs, where marketing is only part of what they do. The qualifica-tion provides a practical insight into the principles and application of marketing at a tactical level. The typical profiles of people who might take this qualification could include:

•Marketing assistants •Marketing coordinators •Marketing executives •Marketing managers in SMEs without formal marketing qualifications •Non-marketers with aspirations for marketing •Existing marketers wanting to become more specialist

What will you learn? By the end of this qualification you should be able to:

•Understand the function and fundamentals of marketing in some depth – including how to write and execute a marketing plan •Know the many different ways of understanding and communicating with customers, and the function these methods serve •Understand your organization’s marketing environment, its many constituent parts, and how they work in unison •Apply practical knowledge – including the collecting and analyzing of data, and the establish ment of marketing budgets

How you will benefit

•The Marketer – our publication brings you innovative articles from global experts •Cutting Edge - our weekly e-bulletin rounds up the essential marketing news •Marketing resources - access to our online knowledge base •Membership grades – demonstrate your professionalism and credibility •Consultants' Directory – search or advertise •CPD and Chartered Marketer status •Career and Professional Development Centre •Job vacancy service •Personal and professional legal advice and support •Exclusive rates on Professional Liability Insurance •Market Interest Groups - brings marketers with specific industry knowledge together

Marketing Expert

The Marketer

A hub of practical and informative guides and templates to support you or your team in your day to day marketing roles.From briefing templates and data analysis to guidance in team management and everything in-between, this is the essential toolkit for everyday marketing and ongoing development. This new resource features: •Over 5,000 pages of marketing content. •Search function so you can quickly find what you're looking for. •Regular content updates to ensure it stays relevant and meets your needs.

The Marketer is the industry-leading official magazine of The Chartered Institute of Marketing. It offers in-depth analysis and practical guides to help marketers stay at the cutting edge of the profession. The online version of The Marketer also features a wide range of marketing job vacancies. Whatever stage you are at in your career, you will find jobs that suit your skills and experience, across a variety of sectors and employers. For more information, please visit the Jobs page. The Marketer's e-newsletter is free of charge to all members and packed with the latest from The Marketer and The Chartered Institute of Marketing – everything you need to know to keep you in the know. If you would like to advertise in The Marketer or have any queries about editorial, advertising or subscriptions please contact The Marketer team.

Our Accreditations:

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Course CoveragePart 1: Understanding Marketing Management 1. Defining Marketing for the 21st Century 2. Developing Marketing Strategies and Plans

Part 2: Capturing Marketing Insights 3. Gathering Information and Scanning the Environment 4. Conducting Marketing Research and Forecasting on Demand

Part 3: Connecting with Customers 5. Creating Long-term Loyalty Relationships 6. Analyzing Consumer Markets 7. Analyzing Business Markets 8. Identifying Market Segments and Targets

Part 4: Building Strong Brands 9. Creating Brand Equity 10. Crafting the Brand Position 11. Competitive Dynamics

Part 5: Shaping the Market 12. Setting Product Strategy 13. Designing and Managing Services 14. Developing Pricing Strategies and Programs

Part 6: Delivering Value 15. Designing and Managing Integrated Marketing 16. Managing Retailing, Wholesaling, and Logistics

Part 7: Communicating Value 17. Designing and Managing Integrated Marketing Communications 18. Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations 19. Managing Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Part 8: Creating Successful Long-Term Growth 20. Introducing New Marketing Offerings 21. Tapping into Global Markets 22. Managing a Holistic Marketing Organization

PRESENTATIONBUSINESS

SKILLSCOMMUNICATION&

Presentation Skills

TRAINING COURSE DESCRIPTION

"There are always three speeches, for every one you actually gave. The one you practiced, the one you gave, and the one you wish you gave." Dale Carnegie

We all want to give interesting, effective and memorable presentations. Your main objective as a presenter is to deliver a message. Your presentation is your pitch. To deliver that pitch perfectly, you need to borrow from a variety of fields; psychology, art & design, IT, politics and of course your own domain which is the subject of the presentation.To deliver a great presentation you must use all of these domains, which means you must master the following:• Understand the psychology of your audience and prepare your message accordingly to appeal to their emotions and get maximum results. • Create a “wow” factor by using the latest IT tools and technology to put your ideas together and organise your content. • Appeal to the artistic side of your audience & design your presentation to look professional. • Deliver with confidence to show that you understand your own content & appear convincing. • Leave a long lasting positive effect on your audience so that they would never forget your message.

This course covers all of the above areas by using a variety of interactive and practical exercises which prepare the delegates for their ultimate presentation. This course explores the latest methodologies used in delivering presentations. In our experience, there are two types of delegates:• Inexperienced or new. This course teaches the delegates how to gather their content, how to make their slides (if any is needed), how to deliver and how to make their message stand out from others. • With experience. Experienced presenters suffer from bad habits accumulated over time and also lack of knowledge of new tools and techniques since they picked up the knowledge years ago. This course helps these delegates to master the skill through many hands on exercises so they can leverage their current experience to polish their presentations and deliver as good as they are capable of.

How to design & deliver an elegant & memorable presentation?

PRESENTATIONBUSINESS

SKILLSCOMMUNICATION

&

The course focuses on the latest practices in presentation skills especially in business and academic environments. Much has changed in recent years and the ever increasing range of presentation tools and their respective feature-set has allowed many presenters to fall to the trap of feature overuse. To address these issues, the course covers a set of best design practices so delegates know what to avoid during the preparation and delivery of their presentations.It is established that the best way to learn is by example. Many visual examples of good and bad content are provided which help the delegates to quickly understand what works and what doesn’t.

Who Should Attend?All personnel - Managers, Sales Professionals, Marketing staff, etc., - who, as part of their job, need to deliver lively and effective presentations to others.

Learning OutcomeBy the end of this course, participants will be able to:• Identify the fundamental parameters of a good presentation • Engage your audience and get their fullest attention • Prepare your story, understand what you want to show and record it • Design high-impact slides that deliver your message efficiently • Deliver your presentation with confidence and leave a positive and memorable experience for the audience • Control your environment to have the highest impact

The Philosophy Behind Presentation Skill Training Course Presenting is all about having an impact. You want everyone to understand your message and get it to stick. This course addresses these concepts using the latest trends in presentation design and delivery. After all, a presneter wants to make a viral message so that everyone will end up talking about. As a trainer, you can use the same techniques to make sure your delegates will learn the core message.The best way to learn is usually by example. This course uses many examples to teach the delegates what’s good and what’s bad, and more importantly it tells them why. When we are confronted with a blank sheet, which a presentation is really like one, we have infinite number of choices. This is probably why it is easier to make a bad presentation than a good one. With all the choices, tools, resources and data available these days, it is natural for delegates to cram all the information into the slides and hope for the best.This course teaches them how not to overwhelm their audience. The slides used in the training course also try to set an example (where possible) so that the delegates can see for themselves how this will all play out in the real world. They will learn to appreciate different types of audience and learn how to respond to them accordingly.

Progressive LearningThere are also many practical activities helping the delegates to try it out themselves. If the delegates have access to computers during the course, they can use instructions and example exercises provided to try it out themselves. On the other hand, if delegates don’t have access to computers, there are other types of exercise included to help them understand the concept in another way.The aim is to get the delegate to practice and make mistakes in a controlled environment, so they can see where they need to improve themselves.Many issues such as fear of public speaking, anxiety, body language, tone of voice & even attitude are explored & issues are addressed using a number of targeted mini-exercises.In short, the course is designed to raise the standards of delegates’ presentation skills quickly, efficiently and maximally so that when they deliver the next time, their audience will be in awe!

ScheduleThe course contains a pre-course assignment where delegates need to prepare a presentation. During the course, they will learn how to improve their presentation & at the end, they will deliver this presentation once more to be evaluated based on a set of performance criteria. Instructions and forms are provided in the package. There is enough content in this course to run it over two days and you may need to do this if you have many delegates to teach. In this case, delegates can practice their presentation at home after learning a number of key topics during the first day & proceed to present their updated version during the second day for evaluation & feedback.

Course ContentIn this highly practical course delegates will learn:

Presentation Types• What are the implications of the size of the audience? • How to approach the design of a presentation and learn which areas you need to focus on most? • What types of presentations exist and what are the differences between them? • How different types of audiences dictate different kinds of presentations?

Approach• What techniques can you use to engage the audience such as laughter, story-telling, etc.? • What can you do to make your presentation viral so that your audience will spread your message through word of mouth? • How to make an engaging story that your audience will remember? • How to have an impact? • How to start your presentation to fully engage your audience?

Preparation• What steps do you need to take to prepare a presentation from a blank sheet all the way to a comprehensive presentation? • How to use interactive content to engage the crowd? • What types of content you need to produce? • What questions do you need to ask yourself?

Structure• How to use a minimal slide design to get maximum effect? • How to do storyboarding? • How to structure the slides to get maximum effect? • What to avoid when designing your slides? • Why certain popular features of common presentation software packages such as Power Point are not useful and what can you do about them? • How to avoid “Death by Power Point”?• How to place various components such as text, images and headings on your slides for maximum clarity and impact?

Delivery• How to deliver a presentation with reduced anxiety? • How to have the correct body language so you come across as a ‘great’ presenter? • How to become a communicator rather than act only as a presenter? • How not to bore the crowd? • How to handle questions?

Environment• How to take advantage of the environment? • What not to do during presentations which may undermine you or your message

Investment Please contact the corporate consultant. The investment and duration would be quoted after Corporate TNA (Training Needs Analysis).

Course Material:The delegate would be provided with lecture notes and handouts. Reference books or websites would be suggested to the delegates for further reading.

Certification:Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education, UAE

About Zabeel International

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

Zabeel International Advantage

Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops and placement assistance

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE.

Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

PLANNINGAND

ORGANISINGSKILLS

Who Should Attend?This programme is a 'must' for all Managers, Supervisors, Team Lead-

ers, Shift Leaders and support staff. No matter what your depart-

ment or job function, being well organized pays off - for both the

employer and the employee!

About the ProgrammeWhen we are at work we all feel we are 'busy'; but good companies

and organizations make certain their employees are busy 'doing

the right things efficiently and effectively' - i.e.'doing the right things,

right'. This two-day course is the ideal way to learn and practise the

skills of good planning. The course helps delegates understand the

key elements of planning and organizing - and shows how they can

be readily applied to the delegates' work environment. It will help

people interested in clearly identifying and prioritising the tasks and

activities needed to achieve both business and personal goals.

Course Objectives• To understand the principles and importance of correct planning

• To have a clear understanding of the essential ingredients of planning

• To learn the importance of setting & prioritising goals and objectives

• To organize & adapt plans for successful implementation

• To understand & use planning tools e.g. Gantt Charts, etc.

• To understand & practise the principles of prioritising work effectively

• To learn personal organizing strategies to help with work/life balance

• To learn how to organize your office,computer & paperwork

• To practise the skills of planning and organizing in a controlled environment

What You Will Gain• A range of tools and techniques to assist in planning and prioritising your workload

• A number of techniques that will help you remain focused on productive work for a greater proportion of your time

• An ability to plan your own and your team’s work

• Greater confidence and control over your immediate work environment

Programme Contents• Defining Planning & Organizing

• The Planning Cycle

• Setting Goals & Objectives

• Smart Goals

• Adjusting Goals

• The Key Elements Of The Planning Cycle

• Planning & Organizing Exercise

• The Key Elements Of Organizing

• Organizing Using A Gantt Chart

• Prioritising Workload For Effectiveness & Efficiency

• Planning & Organizing Exercise

• Improving Personal Organization

• Improving Your Work Environment: Office Layout, Computer and Paperwork

• Work Smarter, Not Harder

Course feePlease contact the corporate consultant. The fee and duration would be quoted after Corporate TNA (Training Needs Analysis).

Course Material:The delegate would be provided with notes and handouts.

Reference books or websites would be suggested to the

delegate for further reading.

Certification:Course Completion Certificate would be issued at the end

of the training by Zabeel International. This certificate can

get attested from Ministry of Education, UAE.

About Zabeel International Zabeel Institute, established in 1988, is a leading Education-

al and Training Institute for executives in Dubai & is accredit-

ed by the Ministry of Education, UAE. We offer training pro-

grams to professionals from various industries like Admin-

istration, Engineering, Construction, Projects, Accounts and

Finance, Management and Languages etc.

Zabeel International Advantage Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE.

Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

CUSTOMER SERVICECUSTOMER SERVICE

Customer Service Skills

Training Course Description“As to methods there may be a million and then some, but principles are few. The man who graspsprinciples can successfully select his own methods. The man who tries methods, ignoring principle,is sure to have trouble.” Ralph Waldo Emerson

Course Introducing Principles of Outstanding Customer Service Includes many Scenarios and Role Plays

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

This course introduces delegates to the core principles of customer services. By employing these values and adopt-ing the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

The focus of the course is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre sup-port, medical support and so on. Delegates also explore a number of meth-ods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and com-municating on the phone are discussed and best practices are shown

• Ask effective questions from customers to get results • Use empathy to maintain rapport with customers • Apply the essential principles of customer services to anyone who wants your 'output'• Professionally respond to a customer’s demands & requests while maintaining rapport • Sequence your sentences effectively to get maximum results

"Contains many casestudies and customerfacing scenariosaddressing commoncommunicationproblems"

Learning Outcome

• Handle phone conversations professionally • Read and interpret body language signals and use them to enhance your communication skills • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

By the endof this course,

participantswill be able to:

The Philosophy Behind the Development of Customer Services CourseLearningThis course is designed based on the latest research in psychology and proven methods in effective teaching. Our training materials are designed based on one central entity; the learner.

The course is designed from the bottom up based on many practical exercises that the leaner will need to go through to learn the topic of the course. The objective of this approach is to make sure that the learner will learn everything on the day, not later. Repeata-ble exercises will help the leaner to memorise the content much more rapidly than traditional teaching allows. The learner will go back to the real-world armed with the lessons learned and can quickly implement the ideas in the field

Excercise

Learnby

trying

GroupActivities

learnerowns theproblem

Theory

repeatExposureto content

LEARNER

Customer ServicesThe nature of Customer Services demands a lot of interaction. As a result, this course contains many group activities and one-to-one exercises, case studies and scenarios that address the most common situations encountered by Cus-tomer Service Representatives. The scenarios make the course entertaining as well as educational. The learners are encouraged to be creative and come up with solutions themselves.

The latest research in training methodologies show that learners who partici-pate in the learning process, as opposed to being told how to do something, are much more likely to remember and apply the skills later on. This increases the efficiency of the learning activity as well as the productivity of the learners, not to mention that employers will benefit greatly from their ‘trained’ staff whom can use their training effectively on the job.

PresentationAs in any training environment, the trainer may present a number of slides. Training is not giving a lecture or presentation. Instead it is more about facilitating the learning process with interactive teaching. As a result, we design the presentation slides with this need in mind. The slides are deliberately designed to be highly visually and minimal at the same time. We are all too familiar by death-by-power point. Latest practices in giving presentations show that use of novel imagery, along with engaging captions, presented with lots of stories are much more likely to ‘stick’ than the traditional bullet point presentations.

CaseStudies Learn

byExample

Try ityourself

Discuss

However, there is a balance to be made. We achieve this balance by providingboth the textual and visual content necessary to make a state-of-the-art training. In addition, comprehensive scripts help the trainers to master the content in a short time and get ready to deliver the training as quickly as possible.

Unlike many in this field, we constantly update and monitor our methods and practices and align them with the latest cutting-edge research. Our passion is to understand the human nature and learn how to get the most from the skills we learn.

Course ContentCustomer Service Principles• What are the fundamentals of customer service principles? • How to interact with different types of customers and different personalities? • What customers want and how to satisfy them?

Questioning Techniques• How to encourage a customer to give you more information by using correct questioning techniques? • How to use leading questions? • How to sequence your sentences for maximum effect?

Emotional Intelligence• How to empathise with customers and maintain rapport? • How to show you understand the customer & care about their problems?

Customer ServiceScenarios• What does it mean to handle a customer professionally?

• What are the common challenging customer service scenarios & how to handle them?

• How to handle angry customers?

• How to handle swearing customers?

• How to handle mistrustful customers?

• How to handle demanding customers?

• How to handle a developing long queue?

Handling Complaints• How to handle complaints? • What are the principles of handling unhappy customers? • How to deliver a “Soft No”?

Telephone Skills• How to handle phone calls? • How to put a customer on hold? • How to refer a customer to a colleague? • How to end a phone call?

Body Language• What body language signals are most critical for a great first impression? • What gestures put customers at ease and let you establish rapport with them? • How to spot the lies through body language?

Course Material:The delegate would be provided with notes and handouts.

Reference books or websites would be suggested to the delegates for further reading.

About Zabeel International Zabeel Institute, established in 1988, is a leading Educational and Training Institute for execu-tives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various indus-tries like Administration, Engi-neering, Construction, Projects, Accounts & Finance, Manage-ment & Languages etc.

Zabeel International Advantage Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops & placement assistance

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE.

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Skills

Interpersonal &Communication

Interpersonal and Communication skills are essential for all aspects of our business & private lives

This program is for individuals, team leaders and managers who need to and want to ensure that they are maximizing their ability to communicate and work with others, avoiding conflict and disharmony.

The program allows you to identify and adapt your communication style. Your ability to listen and comprehend the intention/message behind the words used by others will be improved. You will be able to identify ways to talk with other people in a manner that relates to them & their particular style. You will detect possible conflict & minimize its impact.

The course is needs based. You cover the communication and interpersonal skills techniques and ideas, but a substantial component involves practical exercises that let you focus on the management of issues most important to you.

Learning Objective

By the end of this course, participants will be able to:

• Use different communication styles when needed based on circumstances

• Express your ideas assertively, confidently and precisely

• Ask the right questions for the right reasons

• Discover what you know about yourself and how others think of you

• Avoid misunderstandings and overcome communication barriers

• Empathize to establish trust and communicate effectively

• Deliver your potentially negative message and get a good response

• Read and interpret body language and gestures while communicating with others

Program Details

Topics include:

• Methods of communication • Communication style and pitfalls

• How to achieve effective communication • Effective listening techniques

• How to deal with different situations • Dealing with difficult people

• Dealing with people under stress • Interpersonal techniques

• Assertiveness skills • Influencing skills

• Conflict management

Interpersonal communication is inescapable

We cannot 'not communicate'. The very attempt not to communicate communicates something. When we are not communicating .i.e. when we are silent towards the other person, we are communicating silence. Silence has many meaning depending on the circumstances and cultures. In one Culture, it might be a polite thing to have a long pause before answering a question while in another culture it may be considered a dumb thing or lack of intelligence.

Communication is not just spoken words

Remember the time you were caught coming home late? Remember the look on your Mom’s face? She may not have said anything verbally but we still got the message quite clearly “Grounded”.

Any communication for that matter is based not just on words but also on body language, tonality, situation etc. Using these techniques, we constantly communicate with others. Even when you sleep, you communicate. Remember the basic principle of communication : people are not mind readers. Another way to put this is: people judge you by your behavior, not your intent.

Interpersonal communication is irreversible

"Once a word goes out of your mouth, you can never swallow it again." - A Russian proverb

You can't really take back something once it has been said. The effect must inevitably remain. Despite the instructions from a judge to a jury to "disregard that last statement the witness made," the lawyer knows that it can't help but make an impression on the jury.

Course Material :

The delegate would be provided with notes and handouts.Reference books or websites would be suggested to the delegate for further reading.

Certification :

Course Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education, UAE

Certification :

ABOUT ZABEELZabeel Institute, established in 1988, is a leading Educa-tional and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

The Advantage of Zabeel

● Over 25 years experience in training Professional Executives

● Achiever of many QUALITY AWARDS for training from 1988 till date

● Qualified & Certified Trainers

● Sophisticated Lab with High end machines and Licensed software

● Certificates attested by the Ministry of Education, UAE

● Vast resource materials for reference and course materials

● Free online support for further assistance

● Free follow up orientation seminars and workshops and placement assistance

Our Accreditations:

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

DECISION MAKING SKILLSThe course with powerful tools and techniques to facilitateindividual and group decision making & problem solving

Training Course Description

“Successful leaders have the courage to take action while others hesitate.” John C. Maxwell

We make decisions every day. These decisions come to define our life and some of them may have a profound effect on the journey we take. However, making decisions is not an easy task and sometimes you may find yourself pondering on alternative courses of actions for hours, days or even months.

The recent increase in the complexity of our lives, both personal and professional, has made decision making even more critical and time consuming. Fortunately, we have also progressed significantly on decision making tools and now have a comprehensive toolbox, established philosophies and guidelines to use which can make decision making process and problem solving easier than ever before.

This course teaches a series of proven techniques that simply help you to decide. Broadly the course can be divided into three sections:

1. What actions can you take and how to choose the best one?

2. Is the action you are about to take going to improve the situation?

3. How to make optimal decisions as a group?

For each part, a series of techniques are provided, each suitable for a different problem. Each technique is described briefly and is then followed by an example fully describing the technique. Research shows, that delegates always learn better with an example and this course takes full advantage of this fact. Next, after each example, delegates participate in an exercise to learn that specific technique with a hands-on experience which helps them to understand and remember the technique even better.

Each technique is described using an example, followed by detailed explana-tion of steps taken and an exercise that lets the delegates master the skill.

A series of important philosophical principles are also presented in this course. These concepts help to raise the awareness of delegates on the impact of their decisions on others, how personal benefit may not always be to their best interest and so on.

This course also aims to help you inIn this highly practical course delegates will learn:

What is Decision Making What are the characteristics of a good and bad decision maker? How much analysis do you need to do? What is involved in decision making process?

How to Choose Actions How to choose between a set of options where each has its own advantages and disadvantages? How to make a quantifiable comparison between alternative options? How to systematically compare related options? How to systematically compare unrelated options?

How to Analyse the Impact of Your Actions How to use a measure to compare pros and cons? How to carry out a force field analysis? How to compare the benefits versus the costs of taking different options? How to systematically analyse a cascade of decisions where one leads to another? How to visualise your decision making process? What tools can you use to increase your creativity when making decisions so you can come up with more options?

How to Decide in Groups What are the implications of deciding in groups? Why thinking in groups can sometimes be so frustrating? What can you do to increase the efficiency of your meetings? How to prevent dominant people from take over the meeting or the decision making process? How to encourage newcomers or those who are shy to present their views without fear of criticism? What tools can you use to streamline the process of group decision making? How to avoid group think, where participants are so eager to reach a decision without causing conflicts that they end up choosing a wrong solution?

Learning Outcome

What are the Principles of Decision Making? Do you always have to make sure you get a better bargain than others? What are the philosophical implications of complexity when making decisions? What is the best way to plan your course of action and what principles you need to be aware of? What can you learn from game theory when making decisions?

By the end of this course the delegates will be able to: Use good decision making processes to get the best out of your decisions Choose the best available option based on a number of criteria using a trade-off analysis Use a series of systematic comparisons to identify the most ideal decision Make a decision using quantifiable pros & cons to evaluate the impact of your decision Systematically analyse the implications of taking an action so you can decide whether to go ahead with it or not Make decisions based on problem analysis using a common currency and calculate the net benefits Graph your decisions and the corresponding outcomes visually and calculate the best course of action Take advantage of many age old principles, guidelines and heuristics to make the wisest decisions Make optimal decisions in groups by using everyone’s inputs and prevent individuals from dominating the decision making process Use a structured method to collect and process opinions of a panel of experts while avoiding common group discussion issues Use a simple technique to encourage group participation and increase the likelihood of free expression of ideas

The PhilosophyDecision making is a skill and to become better at it, you must simply practice over and over again. When making decisions, the biggest problem people experience is getting stuck and not knowing what to do. This usually happens either due to lack of research and data or because of looking only at a narrow part of a search space. Both of these issues can be addressed using a set of decision making tools. Unfortunately, most people are not aware of these systematic tools and tend to rely on intuition instead to make decisions. This approach often leads to sub-optimal results.This course aims to raise delegates’ awareness regarding decision making process, techniques and tools and teaches them how to use each tool in different situations. Since the delegates can practice the technique during the course under the tutor’s observation, they have a better chance of learning the techniques correctly and use them efficiently and immediately after the training.The course also focuses on decision making & problem solving principles discovered in a number of critical fields such as game theory and economics. A knowledge of the logic of decision making helps to deepen the understanding of decision making as a whole.

Course MaterialsThe delegate would be provided with notes and handouts. Reference books or websites would be suggested to the delegates for further reading.

Package ContentsSlideNotes

Course Work Book

Script / CourseNotes

Exercises/ Handouts

RecommendedReadings

And other features like, certificate of achievement,

etc

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

About Zabeel InternationalZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Zabeel International Advantage Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops & placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.aeSuite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE.

“A group becomes a team when each member is sure enough of himself and hiscontribution to praise the skill of the others.”

Norman S. Hidle

Training Course DescriptionGreat products and services are made and delivered by great teams. Working in a successful and happy team is extremely satisfying. �e cooperative atmosphere, the ease of achieving big results and the sense of signi�cance of belonging to a successful team is very appealing. Working as part of such optimal teams is the dream of any individual and organisation.

�is course focuses on transforming a group of people to a team of motivated individuals who work smoothly towards a common goal. Delegates are introduced to the concept of Team Roles and explore di�erent ways of recognising and establishing their roles within the team. �is knowledge enables team workers to manage their roles and responsibilities in the team and avoid gaps or overlaps in roles.

Learning OutcomeBy the end of this course, participants will be able to:

Identify how teams progress overtime and how does this impact team members & the leaders’ leadership style

Evaluate a team’s balance based on Team Roles and use system- atic methods to enhance the e�ciency of a team’s inter- communications

Use empathic communication & increase your understanding of emotional skills

Deliver constructive feedback and praise e�ciently while paying attention to both verbal and non-verbal communication

Discover what you know about yourself and how others think of you

Coach systematically to help others achieve more & become their trusted team member

�e Philosophy Behind Team Building Training CourseDespite the discovery of concepts such as Team Roles and Personality Types and their importance in constructing a successful team in the past century, we still come across many teams which are put together in an ad hoc way. It is possible and indeed common to see a group of individuals working together based on their expertise and previous experiences but without any considerations for their intercommunication skills, team working abilities, personality types or work ethics.

Each individual in such so called teams o�en have his own objectives to achieve regardless of the collective goal of the team. �e aim of this course is to introduce concepts and methods necessary for forming a successful and harmonious team in which team members enjoy their work and strive towards accomplishing a common goal. Team building courses can be delivered in di�erent ways and focus on a variety of concepts all signi�cant in improving and maximising team e�ciency. �is course has been designed with all the above principles and methods in mind. We have attempted to satisfy all these needs by presenting a course which touches on all core values behind successful teams while including a vast number of interactive and entertaining exercises.

Ideal Teams What are the advantages of working in a team and why should you care?

What are the three core management responsibilities and what does this mean for team members?

What three elements should be addressed to avoid ending up with a dysfunctional team?

Team Life Cycle How teams progress over time?

How quickly can teams go from one stage to another towards the ideal team?

What are the ideal leadership styles for an ideal team?

Team Roles What roles can each team member take and how does this a�ect the rest of the team?

What are the positive and negative qualities of these roles?

What are the examples of these roles?

What combinations of roles do you need to have in an ideal team?

Which types of people are ideal for which types of roles?

Network E�ect How to visualise a team’s communication channels?

How to identify isolated, overloaded, under-loaded, critical and other types of members? What does this mean for a team?

What are structural components of a team and how do they contribute to a team’s success?

Team Coaching How to systematically manage teams based on their maturity?

How to encourage teams to solve problems collectively?

How to increase a team’s e�ciency using peer-to-peer and management coaching?

What techniques to use to increase bonding, trust and professionalism in teams?

Emotional Intelligence How does IQ compare with EQ in teams?

What is empathy?

How to deliver an empathic communication?

How to give and receive feedback?

How to praise?

How to take advantage of non-verbal communications and body language?

Course Material�e delegate would be provided with notes as handouts.

Reference books or websites would be suggested to the delegates for further reading.

A team building course is about getting people to interact with each other. As a result the course is designed to teach the theory through practice. Every concept explained in the course is followed by a relevant exercise which a trainer can use to further emphasise a key point.

�e course contains more than 20 practical exercises that a trainer can choose from to tailor the course based on the delegates’ needs. Delegates will have a chance to participate in exercises on subjects such as coaching, cooperation, problem solving, trust and emotional skills. �e exercises include 12 optional activities which can be used to extend the course further or to focus on speci�c areas based on delegates’ needs. �ese exercises can be used to increase the bonding between team members through shared experience or collective problem solving. All exercises are exclusive to this course and each exercise has been designed speci�cally in line with a concept vital to the making of a successful team.

By the end of this course, delegates will learn how to communicate with each other to get better results, how to think beyond the little details and think of the main objective, how to support each other using emotional skills and coaching skills to provide feedback and increase trust and reliability throughout the team.

About Zabeel International Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We o�er training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

Zabeel International Advantage Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Quali�ed and Certi�ed Trainers

Sophisticated Lab with High end machines and Licensed so�ware

Certi�cates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops & placement assistance

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

LEADERSHIP MANAGEMENT

SKILLS

TRAINING COURSE DESCRIPTION

“The first responsibility of a leader is to define reality.

The last is to say thank you. In between the two, the

leader must become a servant and a debtor. That sums

up the progress of an artful leader” Max DePree

• What does it take to become an effective leader?

• Is leadership a natural talent or acquired skills?

• Is management the same as leadership?

• What are the differences between tactical and strategically planned leadership styles?

If you are looking for an answer to any of the above questions, then you are in the right place. This course offers effective skills and practical solutions for successful leadership. Detailed course

materials, exercises and a comprehensive action plan at the end of the course will maximize your learning

and allows you to take full advantage of these newly acquired skills once back at

work.

LEADERSHIP MANAGEMENT

SKILLS

Effective leaders have acquired a set of skills and developed

behaviors that set them apart from others. Successful leaders inspire and motivate people.

They have the ability to create a vision and transfer it to those around them. They encourage hope, positivity,

ambition and compassion. They are good communicators; know about planning and more importantly they can manage people. While all good managers are not leaders, all successful leaders

certainly know how to manage people.

Good leaders have strong values, defined goals and clear plans to achieve those goals however they are pragmatic and embrace the

change. Their flexible approach allows them to change their strategy and even beliefs to deal with different situation and unexpected

developments especially in times of crisis. They are good problem solvers and encourage creativity, confidence and determination in their

staff to overcome setbacks and problems.

Although skills are an important part of making a strong leader, it is the behavior that often marks a successful leader. Great

leaders show integrity, enthusiasm, determination, confidence and wisdom. They understand people’s

needs and group characteristics. They appreciate hard work and reward it

accordingly.

This course also aims to help you in:

• Inspiring your team

• Assessing the needs of stakeholders

• Spotting the trends quickly and effectively

• Influencing the key people

• Increasing team creativity

• Managing risks

• Exploiting opportunities

LEARNING OUTCOMEBy the end of this course you will be able to:

• Lead your team and achieve results

• Understand the relationship between stakeholders, clients, team members & you

• Influence people in the right direction

• Communicate effectively with team members

• Coach and develop your team so that they operate at their peak

• Think strategically and align your team with company's mission

COURSE CONTENT:1. Differentiating between ‘Leadership’ and ‘Management’

2. Strategic Thinking 3. Coaching and Motivating

4. Communication 5. Conflict Handling / Root Cause Analysis

6. Managing Performance 7. Talent Management

8. Change Management 9. Assertiveness

10. Body Language

LEADERSHIP MANAGEMENT

SKILLS

2. STRATEGIC THINKINGStrategic thinking is defined as a mental or

thinking process applied by an individual in the context of achieving success in a game or other

endeavor. As a cognitive activity, it produces thought.

When applied in an organizational strategic management process, strategic thinking involves the generation and

application of unique business insights and opportunities intended to create competitive advantage for a firm or

organisation.

3. COACHING AND MOTIVATINGMotivating your employees is vital to any business. A motivated workforce means a highly productive staff,

all of which will help you achieve your business goals. And this should be a main objective in

your organizational and business plan.

1. DIFFERENTIATING BETWEEN ‘LEADERSHIP’

AND ‘MANAGEMENT’Leadership and management must go hand in

hand. They are not the same thing. But they are necessarily linked, and complementary. Any effort to

separate the two is likely to cause more problems than it solves. Still, much ink has been spent delineating the

differences. The manager’s job is to plan, organize and coordinate. The leader’s job is to inspire and motivate

4. COMMUNICATIONCommunication is the art of getting your

ideas, information and feelings into the minds of other people. Communications skills training is spe-

cialised training which will help you to communicate more effectively, more quickly and more easily.

5. CONFLICT HANDLING / ROOT CAUSE ANALYSISConflict management is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict. The aim

of conflict management is to enhance learning and group outcomes, including effectiveness or performance in organizational setting.

6. MANAGING PERFORMANCEManaging employee performance every day is the key to an effective performance management system. Setting goals,

making sure your expectations are clear, and providing frequent feedback help people perform most effec-

tively. Learn more about managing perfor-mance.

7. TALENT MANAGEMENT

Talent management is the science of using strategic HR to improve business value and to

make it possible for companies and organisations to reach their goals. Everything done to recruit, retain,

develop, reward and make people perform, forms a part of talent management as well as strategic workforce

planning.

LEADERSHIP MANAGEMENT

SKILLS

8. CHANGE MANAGEMENT

Change management is a structured approach for ensuring that changes are thoroughly and

smoothly implemented, and that the lasting benefits of change are achieved.

9. ASSERTIVENESSIt is the quality of being self-assured and confident without

being aggressive. In the field of psychology and psychothera-py, it is a learnable skill and mode of communication.

LEADERSHIP MANAGEMENT

SKILLS

This course also aims to help you in:

• Inspiring your team

• Assessing the needs of stakeholders

• Spotting the trends quickly and effectively

• Influencing the key people

• Increasing team creativity

• Managing risks

• Exploiting opportunities

10. BODY LANGUAGEBody language may provide clues as to the

attitude or state of mind of a person. For example, it may indicate aggression, attentiveness,

boredom, a relaxed state, pleasure, amusement, and intoxication.

Body language is significant to communication and relationships. It is relevant to management and leadership in

business and also in places where it can be observed by many people.

1. DIFFERENTIATING BETWEEN ‘LEADERSHIP’

AND ‘MANAGEMENT’Leadership and management must go hand in

hand. They are not the same thing. But they are necessarily linked, and complementary. Any effort to

separate the two is likely to cause more problems than it solves. Still, much ink has been spent delineating the

differences. The manager’s job is to plan, organize and coordinate. The leader’s job is to inspire and motivate

THE PHILOSOPHY BEHIND LEADERSHIP SKILLS

TRAINING COURSE:We have been running this course for many years and it

has been quite successful. We have implemented numer-ous changes and modification over the years based on the

feedback we have received from our delegates. The training materials you receive are up-to-date based on the feedback we

have collected.

The 1 or 2 days course is designed to prepare the delegates for a leading role. We usually get two kinds of delegates. 1: A manager who is managing a team and who is busy with his official commit-

ments. 2: A Leader who is in a leading role, and now want to master the art systematically so that they can lead better.

The course is designed to accommodate both types by train-ing them about people personalities, bad leadership habits,

and correct attitude. It is well understood that being told what to do is not as effective as actually carrying it

out. Hence, the course uses extensive exercis-es to engage the delegates and put them

artificially in a similar situation at work.

INVESTMENT:Please contact the corporate consultant. The

investment and duration would be quoted after Corporate TNA (Training Needs Analysis)

LEADERSHIP MANAGEMENT

SKILLS

Their performance can be

observed by the tutor in this con-trolled environment and scored and evalu-

ated based on the instructions given. The tutor can easily provide feedback and emphasize learn-

ing points and move on to the next topic. This way, the delegates have a higher chance of learning and remem-

bering the concepts thought.

Our experience shows that delegates who went through this course were extremely positive about their experience and also thought the course was more like a coaching session where their needs were specifically addressed and they

received a tailored training session. Indeed this is the direct result of the design of the course which is based on acceler-

ated Learning and Modern Coaching Skills. Comprehen-sive instructions are given for tutors so they can walk

through this course to get similar results.

7. TALENT MANAGEMENT

Talent management is the science of using strategic HR to improve business value and to

make it possible for companies and organisations to reach their goals. Everything done to recruit, retain,

develop, reward and make people perform, forms a part of talent management as well as strategic workforce

planning.

ABOUT ZABEEL INTERNATIONAL

Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai

& is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like

Administration, Engineering, Construction, Projects, Accounts and Finance, Management & Languages etc.

ZABEEL INTERNATIONAL ADVANTAGE Over 25 years experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed soft-ware

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, work-shops & placement assistance

ZABEELINTERNATIONAL

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

Effective

PlanningSuccession

Workshop over�iewIn Day One of the workshop, participants will explore options for incorporating effective succession planning in a program of continuous talent development. The fi rst step will be assessing their organization’s current situation and then drafting a high level succession plan. Participants will learn approaches for creating a criteria checklist for determining key positions that aligns with their organization’s desired future. The last area of focus for Day One will be on developing a strategy for identifying competencies for key positions.

The second day of the workshop starts with participants becoming familiar with a variety of tools for identifying and assessing candidates in the succession planning pool. Techniques for creating high impact development that maximize employee potential are explored followed by a session that describes approaches for insuring development plans are effectively executed. Day Two closes with a session focusing on creating a framework for reviewing and continuously improving succession planning and talent development programs.

Why you cannot miss this eventSuccession planning is a critical function for any business, and handling it strategically is an important element of success in today’s highly competitive environment. Through succession planning process, your business is ensured to proceed smoothly and continuously at all times; you will retain superior employees because they appreciate the time, attention, and development that you are investing in them; employees are motivated and engaged when they can see their continued growth and career paths in the organization.

To effectively carry out succession planning, you must identify the organizational goals both in short-term and long-term. You need to understand the developmental needs of your employees. You must ensure that all key employees understand their career paths and the roles they are being developed to fi ll. You need to focus resources on key employee retention and be aware of employment trends in your industry. This two day training will lead you through the seven essential steps, equip you with good succession planning techniques and toolkits and help you to effectively compete for talent both in Southeast Asia and globally.

Who should attendCEOs, MDs, VPs, Division Heads, Senior Managers of:

• Human Resources

• Succession Planning

• Talent Management

• Leadership Development

• Employee Relations

• Employee Retention

• Organization Development

• Learning & Development

Session 1INCORPORATING EFFECTIVE SUCCESSION PLANNING INTO YOUR ORGANIZATION TO CONTINUALLY DEVELOP TALENT IN THE NEW ARENA

• Addressing & valuing succession planning – let’s get it started

• Familiarizing the building blocks and the Seven Step Model of succession planning

• Identifying current succession planning practices for future improvement

• Building organizational commitment & achieving top management buy-in

Case Study: General Electric- Creating a world-class succession plan approach & developing a global talent pipeline

Session 2ASSESSING YOUR ORGANIZATION’S CURRENT SITUATION & READINESS TO DESIGN AN EFFECTIVE PROGRAM & ITS IMPLEMENTATION PLAN

• Establishing goals & objectives of succession planning & aligning them with your organizational needs

• Conducting an internal & external organizational audit

• Assessing the business including current state, strategy, vision, mission and values

• Evaluating organizational readiness to deal with talents & succession planning as a corporate resource but not a functional resource

Group Exercise: Discussion on global and cross-cultural dimensions that impact succession planning and approaches for effectively integrating them into a talent development program

Session 3DETERMINE KEY POSITIONS THROUGH CRITERIA CHECKLIST THAT SUITS YOUR BUSINESS FEATURE & GOALS

• Developing criteria for selecting key positions

• Building the business case for key positions and understanding their impacts on your organization

• Identify key positions & acquire the short-term and longterm organizational needs

Case Study: Coca-Cola and PepsiCo - Identifying key positions at a global, regional and country level

Session 4IDENTIFY COMPETENCIES FOR KEY POSITIONS THROUGH CONDUCTING IN-DEPTH POSITION ANALYSIS

• Defining talents assessment expectations

• Aligning key competencies with business strategy & succession planning goals

• Determine success factors & performance indicators for key positions, including knowledge, skills & abilities and developing role profiles

• Planning an organizational approach to gain supports & ensure you achieve the expectations

Group Exercise: Demonstrating tools and techniques for successfully identifying & aligning competencies in key positions

Case Study: Baxter and The Society of Actuaries - Creating global leadership competency models

Session 5IDENTIFY AND ASSESSING CANDIDATES THROUGH UTILIZING VARIOUS PRACTICAL TOOLS

• Assessing current employees against competencies & role profitles to determine talent pool with particular focus on high potential

• Identifying talent gaps, pipeline & bench strength of current emplo- yees using the Nine Box Model

• Exploring the power of 360° assessment and other psychometric tools

• Creating a placement chart & talent pool membership

• Strategizing for short-term & long-term movement while considering factors of risk, potential & readiness

• Strategizing for short-term & long-term movement while considering factors of risk, potential & readiness

• Managing planned vs unplanned turnover & assessing the pool of both internal & external employee candidates

Group Exercise: Demonstrating the application of the Nine Box Model

Session 6CREATING DEVELOPMENT PLANS TOMAXIMIZE EMPLOYEE POTENTIALS

• Assessing employee gaps, cracks, breaks and blockages

• Developing & motivating your high-potentials through attractive programs

• Identifying feedback and evaluation of criteria, expectations & metrics

• Retaining high-potential performers though developing their career paths in the organization

Case Study: Accenture - Aligning performance management systems with succession planning

Session 7EFFECTIVELY MEASURE, MONITOR, REPORT & REVISE THE PLAN EXECUTION

• Assessing talent pool & succession planning goals

• Balancing high potentials and availability of key positions

• Tracking and refining high- potential development plans

• Evaluating & reporting employee progress

• Calibrating succession planning with organizational change

Case Study: Pfizer - Developing a suc-cession plan & talent management framework for top 500 global leaders

Session 8REVIEWING THE GAINS OF THE COURSE AND TAKING ACTIONS FOR FUTURE IMPROVEMENTS

• Enhancing the building blocks of succession planning

• Identifying the next steps for communicating and implementing succession planning in your organization

Group Exercise: Creating an initial action plan for implementing succession planning within each participant’s organization

About Zabeel Inter�ational Zabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Zabeel Inter�ational Advantage Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

SETTING SKILLS

SETTING TRAININGAll goal setting training and goal setting keynote programs are customized to

meet your organization's needs. Our goal setting seminars can be scheduled for

half-day, full-day, or multiple-day sessions. Goal setting keynote presentations

can be scheduled according to your organization's needs.

FOR PERSONAL AND PROFESSIONAL SUCCESS

Goal setting is an area with which most everyone is somewhat familiar. Many people feel well-versed in this area while others are quite uncomfortable with both the thought and the process. Ask adults today where they’re going and how they plan to get there, and chances are they don’t know. Today, we live in a micro-wave, throw-away, live-for-the-moment society. People change jobs frequently, often moving up corporate ladders by jumping from one position in one company to another position in another company. If personal or business goals are achieved, it is often accomplished by accident. The coming decade promises more chaos and uncertainty than the last. As a result, many people will feel overwhelmed and out of control. They’ll wander aimlessly because they don’t know how to set goals or how to achieve the goals they do manage to set. When you know how to set and achieve your goals, you’re in charge of your life ... you deter-mine the direction in which you’ll sail. With goals, you can chart the course of your life. This goal setting train-ing can help you take control of many areas in your life—self-esteem, health and fitness, relationships, com-munication, career/lifework, finances, and/or life crisis—so that you can determine where you’re going, how to get there, and when you’ll get there, and what you want to do when you arrive. Successful goal setting is the continual process of making a goal and achieving it, and making still more goals and achieving them. This goal setting training will provide you with the “nuts and bolts” of goal setting in a way that is easily understood and easily executed.

SOME OF WHAT YOU'LL LEARN IN OUR

• The “Dynamic Dozen” Guidelines for Successful Goal Setting

• Enhancing Your Comfort Zone

• The Importance of Recording Your Goals

• Goal Elements

• How to Network Your Way to Success

• Risk Your Way to Success

• Visualization Techniques

• Action Planning

INVESTMENT & MATERIALINVESTMENT: Please contact the corporate consultant. The investment and

duration would be quoted after Corporate TNA (Training Needs Analysis)

COURSE MATERIAL: The delegate would be provided with notes & handouts.

Reference books or websites would be suggested to the delegates for further

reading.

ADVANTAGESZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

DETAILS

Management Managers

Improving Managerial Effectiveness

Develop proactive approaches to meet complex challenges with your team.

Designed for mid level and developing managers, the focus is on knowing yourself and how your behavior affects your own effectiveness and the actions of your team. You’ll learn key components of team dynamics and how understanding individual goals, values, strengths and weaknesses can lead to more effective style of management and overall team performance.

Who Should Attend

Experienced managers with three to five years of management experience who are interested in enhancing their managerial effectiveness.

How Benefit• Ensure long-term business results by focusing on employee development

• Meet the diverse needs of all your team members with proven communication techniques

• Align motivation with work and personal goals

• Anticipate and resolve conflict situations

• Instill a culture based on trust, partnerships and respect

• Increase dialogue and constructive feedback for optimum managerial effectiveness

• Partner with your team to ensure long-term productivity

• Use delegation to increase performance and individual growth

What Cover

The Learning Workplace• Deal with significant changes

• Assess your approach to challenges from your staff

• Understand your behavioral profile and scoring matrix

The Manager’s StyleHow Others See You• The four primary behavioral styles: relater, socializer, thinker, director

• How to recognize others’ behavioral styles to increase support and communication

• Style adaptability to increase your managerial effectiveness

The Transformational CoachPartnership Coaching• How to move from a boss to a coach

• The competencies and strengths of a trans- formational coach

• Identify your developmental strategies

Style and Motivation• Key values in determining various ways to motivate people

• The relationship between values and individual expectations

• Assess your company’s existing recognition, reward & benefit systems in relation to employee growth and performance

• How to select motivators based on individual needs

What Cover

Managing Conflict• Assess your preference & approach for dealing with conflicts

• Identify the critical modes for reaching success- ful resolution

• Shift your style to manage conflicts

Delegation for Growth• Barriers and techniques to overcome resistance and minimize risks

• Reexamine the effectiveness of your current delegating techniques

• Delegation styles and approaches

Managing Performance and Growth• Apply all concepts learned through simulation actions

• How to promote continuous learning among your staff

Managing Teams• Teams, team stages and work group

• How to develop, create & manage a successful team

Course MaterialThe delegate would be provided with notes and handouts.

Reference books or websites would be suggested to the delegates for further reading.

Investment• Please contact the corporate consultant. The investment and duration would be quoted after Corporate

TNA (Training Needs Analysis).

CertificationCourse Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education , UAE

Zabeel InternationalIntroductionZabeel International Institute of Management & Technology was established in 1988 and it is accredited by the Ministry of Education, UAE. Zabeel International has its affiliated training centers in various countries like UAE, India etc. Zabeel International is also accredited by The University of Cambridge International Examinations, UK; Academic College of London, UK; Project Management Institute, USA; IATA/UFTAA, Montreal. Canada; CIPS, UK; CILT, UK, ACCA, CIMA etc. We offer training programs to professionals in various fields like Administration, Engineering, Construction, Projects, Accounts & Finance, Management Languages etc, to give them that extra edge in the work place.

VisionUnifying people at all levels with education towards a common goal empowering them with creative and critical thoughts. We provide a sound foundation for education and empower an enterprise by developing its strengths.

Mission statementZabeel International's mission is to mold high quality professionals in Business, Administration, Manage-ment, Engineering & Finance etc. In addition, we provide learners with the opportunity to understand facts and ideas, to think analytically & creatively, to impress conclusions clearly by promoting intellectual inqui-ry, which encompasses their cultural, social and professional development.

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

Zabeel InternationalAbout Zabeel International Zabeel International Advantage Over 25 Years Experience in training Professional Executives Achiever of many QUALITY AWARDS for training from 1988 till date Qualified and Certified Trainers Sophisticated Lab with High end machines and Licensed software Certificates attested by the Ministry of Education, UAE Vast resource materials for reference & course materials Free online support for further assistance Free follow up orientation seminars, workshops & placement assistance

EFFECTIVEMARKETING

SKILLS

Course on the Art of Marketing & How to Promote & Sell Your Products

Covers Many Areas Such asUnderstanding Customers,

Marketing Strategy,Marketing Mix,Segmentation &Promotions etc.

TRAININGCOURSE

DESCRIPTIONGlobalisation has led to a mature market which is flooded with prod-ucts of all types produced in various corners of this planet. The availability of a sheer number of products means that customers have many choices. Customers never had it so good. Now they can explore a variety of competing products, consider buying them from a variety of retailers and distributors, online or offline.

All this means that those who want to sell in this increas-ingly crowded market must follow strategies that allow them to stand out from their competition. Employing simple sales techniques doesn’t cut it anymore. Successful sellers must now design their products in line with customer’s current and future needs as well as market trends and competition. Prod-uct design and marketing now go hand in hand to make sure that products are produced for the right market and in a way that will benefit their targeted customers.

In this course, delegates will be introduced to the entire process of marketing and see how each area can benefit their organisation. These areas are systemati-cally explored and exercises are provided so that delegates can apply these tech-niques to specific scenarios or to their own organisation. Delegates will learn about customer’s decision making process, how to segment markets, how to target custom-ers and how to define a marketing mix to target those segments. Many areas such as pricing strategies and various methods of promoting products are explored as well.

The course contains various optional exercises that can be used to easily extend the course to 1.5 days or more. The aim of this course is to familiarise delegates with what is involved in marketing using mainly qualitative methods and increase their awareness about various critical areas. This course can be particularly useful for those who are mainly involved in product design or management whose increased knowledge of marketing can help them to produce better products.

The course provides many opportunities to delegates to explore marketing methods used by their own organisations and critically evaluate them with the help of other delegates and the trainer. If delegates are from various organisations, this can provide a great opportunity to borrow marketing ideas from other indus-tries which historically has been a great source of marketing innovation

LEARNING OUTCOMEBy the end of this course the delegates will be able to:

Understand historical approaches to marketing and how marketing process works in practice

Analyse your company in relation with your competitors & by examining your customers’ decision making process

Segment the market, target each segment and use a marketing mix to address each segment as part of your marketing strategy

Use product life cycle to decide on your marketing strategy

Set your pricing strategy using a variety of methods and in line with supply and demand

Identify distribution channels and setup various ways to get your products to customers ahead of your competitors

Use four main elements of promotion to popularise your products

Follow a number of well-established marketing guidelines to maximise your chances of success

INTRODUCTION TO MARKETING What is marketing?

What are the historical approaches to marketing?

How does modern marketing differ from historical approaches?

What is involved in a marketing process?

What techniques are used for situational analysis?

How does marketing relate to sales and what does this mean when planning your strategy?

UNDERSTANDING CUSTOMERS What is a SWOT analysis and how can you take advantage of it in marketing?

How customers decide?

How can you influence customers in each stage of their decision making process?

How to devise a marketing strategy to appeal to customers in each stage of their decision making process?

MARKETING STRATEGY How to segment the market?

How to target the market based on specific segmentations?

How to devise a marketing mix & position your products appropriately according to your target market?

What are various positioning strategies and what are their advantages and disadvantages?

PROGRAMCONTENT

MARKETING MIX: PRODUCT What is the life cycle of a product?

What to consider when developing products in line with your marketing mix?

MARKETING MIX: PRICE What is involved in the process of pricing your products?

How to price your products in line with your objectives?

What legal issues should you be aware of when pricing?

What are supply and demand curves and how can you use them when setting up your prices?

Should you have variations of a single product? If so, how many?

How to price multiple variations of a product to maximise your profit?

MARKETING MIX: PLACE/DISTRIBUTION What is the importance of distribution and what is involved?

What are various types of sales channels?

MARKETING MIX: PROMOTION How can you promote your product?

What are the 4 principal elements of promotion?

How to use viral marketing?

What is involved in branding?

MARKETING ANALYSIS What are best practices in marketing?

What are the critical areas in marketing that can make all the difference?

THE PHILOSOPHY BEHIND MARKET-ING SKILLS TRAINING COURSEMarketing covers many areas and this course is designed to cover a variety of topics. This is in particular useful for people who have little exposure to marketing and its signifi-cance in promoting the products and services of an organisation. For example, engineers, support personal, sales staff and sometimes even managers may not be involved in day-to-day marketing or have any say in the strategies made in a company. However, knowledge of marketing can significantly help them to understand the complexity and also the power it has over the success of a product.

Product designers should always consider marketing and selling products in line with technical requirements. Unfortunately many product designers are focused entirely on what they can produce and what technology can provide rather than focus-ing on what customers need and how they want to use the products

CHOICES, DECISIONS, WHERE, WHEN, WHAT, WHICH BRAND,...The course comes with numerous carefully-design exercises aimed at making delegates think and question their current approaches. Many opportunities are provided for constructive discussions and brainstorming so delegates work on abstract problems as well their own marketing strategies. This allows them to immediately apply the techniques they learn in the course to their own organisation and question their marketing approaches. In our experience, this helps participants to get more from the course as they are constantly thinking on how to come up with new marketing ideas and in the process pay more attention to critical guidelines.

ZABEEL INTERNATIONAL ADVANTAGESZabeel Institute, established in 1988, is a lead-ing Educational and Training Institute for execu-tives in Dubai & is accredited by the Ministry of Education, UAE. We offer training programs to profes-sionals from various industries like Administration, Engi-neering, Construction, Projects, Accounts & Finance, Management & Languages etc.

Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

COMPETENCY MAPPING AND SKILL MATRIX FORPERFORMANCE ENHANCEMENT

KEY LEARNING POINTS

Competency mapping and skill matrices are processes through which one assesses and determines one’s strengths as an individual worker and in some cases, as part of an organization. It generally examines areas like emotional intelligence or emotional quotient (EQ), behavior styles and strengths of the individual in areas like team structure, leadership, and decision-making.

Large organizations frequently employ some form of competency map-ping to understand how to most effectively employ the competencies of strengths of workers. They may also use competency mapping to analyze the combination of strengths in different workers to produce the most effective teams and the highest quality work.

1. What is a skill matrix & what are the key elements of a skills matrix?

2. How do we quantify the Skills Levels & what is a Skills matrix used for?

3. How Skills Matrices focus training plans?

4. How to develop a Skills matrix?

5. Identification of key competencies required to aid towards delivering business objectives.

6. Identification of existing competencies with the target group ( individual Competency Mapping)

7. Identifying gaps in required and existing competencies.

8. Creation of Competency Development Plan for Individuals and bands.

LEARNING OUTCOMES• Identifying of relevant bands within the organization

• Identifying core competencies required for each of the bands

• Establishing the benchmark levels of Competencies required for any person in the band

• Identifying the individual Development needs & gaps in competencies

• Creating Individual developmental Plans for Each participant

IDEAL OR USEFUL FOR• Managers • Supervisors • Team leaders

COURSE OUTLINE• Breaking down a competency into pieces

• Introduction • Foundations

• Matrices and Outcomes • Learning Competency Structure

• Competency & Scale Creation • Skills & Competency matrices

• Competency levels • Questions

• Do’s and Don’ts • Conclusion

ZABEEL INTERNATIONAL ADVANTAGESZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management and Languages etc.

Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

SUPERVISORYSKILLS

ABOUT THE PROGRAMThis program is for people who are new to supervising, or who have not received formal Supervisory Skills training. It covers all the important areas a supervisor will face in the workplace. Clear guidelines are given on each topic, together with comprehensive notes that form a very useful working manual. Practical exercises and case studies are used to teach the skills and techniques a successful supervisor needs to use every day in their working environment.

WHO SHOULD ATTEND?Those new to supervisory positions, or those who have received no formal training in Supervisory Skills

COURSE OBJECTIVES• To set out clear guidelines for effective Supervisory Management

• To enable participants to learn People Management techniques that result in maximum performance from their staff through:

o Proactive Leadership o Motivation

o Delegation o Prioritising

o Teambuilding

• To understand the principles of 'Effective Communication' and how to use Communication Skills to make sure things get done properly and on time

• To enable delegates to be more effective and efficient in their work

• To examine the principles of Time Management, Effective Planning and Self-organization

• To give delegates greater self-awareness to enable them to improve their relationship with both those who manage them & with their subordinates

• To understand the importance of building effective relationships with colleagues and external customers

• To give delegates the skills to manage multi-cultural teams

ABOUT THE PROGRAMThis program is for people who are new to supervising, or who have not received formal Supervisory Skills training. It covers all the important areas a supervisor will face in the workplace. Clear guidelines are given on each topic, together with comprehensive notes that form a very useful working manual. Practical exercises and case studies are used to teach the skills and techniques a successful supervisor needs to use every day in their working environment.

WHO SHOULD ATTEND?Those new to supervisory positions, or those who have received no formal training in Supervisory Skills

COURSE OBJECTIVES• To set out clear guidelines for effective Supervisory Management

• To enable participants to learn People Management techniques that result in maximum performance from their staff through:

o Proactive Leadership o Motivation

o Delegation o Prioritising

o Teambuilding

• To understand the principles of 'Effective Communication' and how to use Communication Skills to make sure things get done properly and on time

• To enable delegates to be more effective and efficient in their work

• To examine the principles of Time Management, Effective Planning and Self-organization

• To give delegates greater self-awareness to enable them to improve their relationship with both those who manage them & with their subordinates

• To understand the importance of building effective relationships with colleagues and external customers

• To give delegates the skills to manage multi-cultural teams

PROGRAM CONTENTSDEFINING SUPERVISORY MANAGEMENT

o The Roles & Responsibilities Of A Supervisor

o Difficulties Experienced By A Supervisor

o Characteristics & Competencies Needed In An Individual To Be An Effective Supervisor

o Being A Proactive Supervisor

LEADERSHIP STYLES o Definition Of Leadership & The Qualities Required To Lead People

o Different Leadership Roles Determined Through Personality, Experience & Situation

o Leadership Styles - What Style To Use

o Situational Leadership

o Hershey Blanchard Approach

o Your Preferred Personal Leadership Style - An Assessment

o The Challenge Of Leadership

MOTIVATION o Understanding Motivation

o Understanding Maslow’s Hierarchy Of Needs

o Building On This With Herzberg’s Motivational Factors

o How Motivation Improves Results & Benefits The Organization

o Dealing With De-Motivation - Signs & Symptoms

o Key Motivators & De-Motivators In The Gulf Workplace

o Tips To Motivate People

SETTING GOALS AND OBJECTIVES o Defining Goals & Why They Are Set

o Guidelines For Setting Goals

o Where Goal Setting Can Go Wrong

o How Do We Set Goals

o Achieving Goals

o Defining Objectives

o Smart Objectives

o Using Goals To Achieve The Managerial Functions Of :

o Planning o Organizing Staff

o Leading o Controlling

TIME MANAGEMENT o Being An Effective Time Manager

o Identifying Time Wasters

o Principles Of Time Management

o Categorising Use Of Time - Leading To Better Prioritising

o Prioritising Work

o Choosing The Right Time To Do The Right Work Using The 'Prime Time' Principle

PROGRAM CONTENTSDEFINING SUPERVISORY MANAGEMENT

o The Roles & Responsibilities Of A Supervisor

o Difficulties Experienced By A Supervisor

o Characteristics & Competencies Needed In An Individual To Be An Effective Supervisor

o Being A Proactive Supervisor

LEADERSHIP STYLES o Definition Of Leadership & The Qualities Required To Lead People

o Different Leadership Roles Determined Through Personality, Experience & Situation

o Leadership Styles - What Style To Use

o Situational Leadership

o Hershey Blanchard Approach

o Your Preferred Personal Leadership Style - An Assessment

o The Challenge Of Leadership

MOTIVATION o Understanding Motivation

o Understanding Maslow’s Hierarchy Of Needs

o Building On This With Herzberg’s Motivational Factors

o How Motivation Improves Results & Benefits The Organization

o Dealing With De-Motivation - Signs & Symptoms

o Key Motivators & De-Motivators In The Gulf Workplace

o Tips To Motivate People

SETTING GOALS AND OBJECTIVES o Defining Goals & Why They Are Set

o Guidelines For Setting Goals

o Where Goal Setting Can Go Wrong

o How Do We Set Goals

o Achieving Goals

o Defining Objectives

o Smart Objectives

o Using Goals To Achieve The Managerial Functions Of :

o Planning o Organizing Staff

o Leading o Controlling

TIME MANAGEMENT o Being An Effective Time Manager

o Identifying Time Wasters

o Principles Of Time Management

o Categorising Use Of Time - Leading To Better Prioritising

o Prioritising Work

o Choosing The Right Time To Do The Right Work Using The 'Prime Time' Principle

WHAT YOU WILL GAIN• A comprehensive knowledge of the skills and techniques required to be an effective supervisor

• A greater awareness of yourself and the ways to get maximum performance from those you manage

WHAT YOU WILL GAIN• A comprehensive knowledge of the skills and techniques required to be an effective supervisor

• A greater awareness of yourself and the ways to get maximum performance from those you manage

PLANNING & ORGANIZING o The Planning Process

o Planning Aids

EFFECTIVE DELEGATION o The Advantages & Disadvantages Of Delegation

o When To Delegate

o To Whom To Delegate

o How To Delegate

o Levels Of Delegation Relative To The Situation and Person

o Using Delegation To Develop Your Team

TEAM BUILDING o How To Build A Successful Team

o What Are The Characteristics Of Successful Teams?

o What Does A Team Need To Succeed?

INVESTMENT Please contact the corporate consultant.

The fee and duration would be quoted after Corporate TNA (Training Needs Analysis).

COURSE MATERIALThe delegate would be provided with lecture notes and handouts.

Reference books or websites would be suggested to the delegates for further reading.

PLANNING & ORGANIZING o The Planning Process

o Planning Aids

EFFECTIVE DELEGATION o The Advantages & Disadvantages Of Delegation

o When To Delegate

o To Whom To Delegate

o How To Delegate

o Levels Of Delegation Relative To The Situation and Person

o Using Delegation To Develop Your Team

TEAM BUILDING o How To Build A Successful Team

o What Are The Characteristics Of Successful Teams?

o What Does A Team Need To Succeed?

INVESTMENTPlease contact the corporate consultant.

The fee and duration would be quoted after Corporate TNA (Training Needs Analysis).

COURSE MATERIALThe delegate would be provided with lecture notes and handouts.

Reference books or websites would be suggested to the delegates for further reading.

ZABEEL INTERNATIONALADVANTAGESZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management and Lan-guages etc.

Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION

TRAININGNEEDS ANALYSIS

RECOMMENDED FOR: Identification and Analysis of Training Needs is recommended for trainers, managers and other specialists who are responsible for the identification of training needs on an on-going basis at organisation-al, group and individual levels within organisations

COURSE OVERVIEW: When training misses the mark more often than not the fault lies right at the beginning – in the way the needs were identified in the first place Correct training needs analysis helps to address this and to enable effective training plans to be put in place Identification and Analysis of Training Needs is designed to enable you to identify train-ing needs at an organisational, group and individual level, in a way that supports the corporate strategy and takes into account current and future needs, and human and cultural factors

COURSE BENEFITS: By the end of Identification and Analysis of Training Needs, you will be able to:

• Describe a wide range of methods for identifying and analysing training and learning needs at organisational, functional and individual levels

• Use a wide range of sources of information, such as business plans, reports and accounts, and mission statements to assist in the identification of learning needs

• Take account of the different needs of the stakeholders in the process

• Identify the factors to take into account when analysing and reporting on information gathered on potential training and learning needs.

COURSE OBJECTIVES After this designing training needs analysis training course, delegates will be able to:

• Prepare a plan for the identification of current and future training needs

• Select and use information-gathering techniques effectively

• Analyse the information to prioritise training needs

• Produce a training plan showing solutions, priorities and benefit projections

WHAT YOU WILL LEARN

Training Needs Identification:

• Identifying training needs in a business-driven context

• Linking to corporate vision, strategy & organisational objectives

• Recognising training needs revealed by business performance shortfall

A Systematic Model:

• Understanding the stages of the systematic training needs analysis model;

• Logical sequencing

• Identifying residual, present and future training needs

Collection and Analysis of Information:

• Collecting information about knowledge & skills requirements for specific job competencies

• Sources of information

• Using and adapting survey instruments, questionnaires, interviews, observation.

Developing Solutions:

• Appropriate training interventions

• Producing the initial action plan

• Determining priorities

• Identifying ‘achievement windows • Defining costs, success criteria and benefits

Reports:

• Structuring written reports & presentations on training needs and priorities

• Writing behavioural objectives

• Using persuasive techniques and follow-up activities to support recommendations.

COURSE CONTENT

SESSION 1: What Is Needs Assessment?

• What is needs assessment?

• Why conduct a needs assessment?

• Why are needs assessments valuable to an organization?

• How are training needs assessments done?

• What is involved in the process of conducting a needs assessment?

• How can you convince your client to invest in a needs assessment effort?

• How can the trainer set expectations and gain participation when conducting a needs assessment?

• Who decides which people are involved and what measures are assessed?

• How are problems and barriers overcome when conducting a needs assessment?

SESSION 2: Is It a Training Need? How to Conduct a Performance Analysis

• What is performance analysis?

• What is the purpose of performance analysis?

• How is performance analysis conducted?

• What is post-training performance analysis?

• What are the problems and cautions when conducting performance analysis?

• What needs to be done with the information collected?

SESSION 3: how to gather information

• What is the purpose or objective of collecting the information?

• Where can you find existing information, or does new information have to be gathered?

• What is the difference between informal and formal information collection?

• What are the key elements in constructing written surveys?

• What are different forms for survey questions?

• What are guidelines to collect statistically significant information?

• When and why are interviews appropriate to gather information?

SESSION 4: feasibility analysis

• What is the purpose of a feasibility analysis?

• How is a feasibility analysis conducted?

SESSION 5: Needs Versus Wants Surveys

• What Is a Needs Versus Wants Survey?

• How Is It Conducted?

• Who Should Do It and How to Interpret Results?

SESSION 6: Goal Analysis.

• What is the purpose of goal analysis?

• How is it conducted?

SESSION 7: Task Analysis

• What is the purpose of task analysis?

• What is the difference between job analysis and task analysis?

• How is it conducted?

• What makes conducting a task analysis difficult?

• What is done with the results of a task analysis?

SESSION 8: Target Population Analysis.

• What is the purpose of target population analysis?

• How is target population analysis conducted?

• What types of decisions are made from the results of a target population analysis?

SESSION 9: Contextual Analysis

• What is contextual analysis?

• How will the training be delivered?

• When will the training be presented?

• What are the other requirements to deliver the training?

SESSION 10: Develop and Present a Training Plan to Management

• What is in a ten-part training plan?

• How is a plan presented to management to gain approval?

• Needs assessment competencies

• Training planner competencies

ABOUT ZABEEL INTERNATIONALZabeel Institute, established in 1988, is a leading Educational and Train-ing Institute for executives in Dubai and is accredited by the Ministry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts and Finance, Management and Languages etc.

ZABEEL INTERNATIONAL ADVANTAGES► Over 25 years experience in training Professional Executives

► Achiever of many QUALITY AWARDS for training from 1988 till date

► Qualified & Certified Trainers

► Sophisticated Lab with High end machines and Licensed software

► Certificates attested by the Ministry of Education, UAE

► Vast resource materials for reference and course materials

► Free online support for further assistance

► Free follow up orientation seminars, workshops & placement assistance

BUR DUBAI | KARAMA | AL QUSAIS | DEIRAKNOWLEDGE VILLAGE | ABU DHABI | SHARJAH | RAK

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, UAE

Email : mail@zabeelinstitute.ae Web : www.zabeelinstitute.ae

NEGOTIATIONSKILLS

ART OF NEGOTIATION, BARGAINING & HAGGLING SKILLS

A COURSE ON THE

TRAINING COURSE DESCRIPTIONNegotiation is a skill that we use almost every day. However, negotia-tion is also one of those skills that everyone learns on the job. From early age, kids learn how to negotiate with their parents over what they want and enhance this skill as they learn from their success. However, as we grow we seem to lose that skill and become less successful in getting exactly what we want. Somehow our perspective changes and we develop bad habits. Unfortunately, most people are not trained systemati-cally on negotiations even though this skill can be quite beneficial to them in both their personal and professional lives.

This course covers a wide range of topics such as negotiation strategy, game theory, psychological tactics, human emotional states, bargaining and so on which prepares delegates for a variety of situations that require negotiation. Case studies and scenarios such as business to business negotiations, sales scenarios and product presentations are provided along with slides, animations and illustrations that better help to show how bargaining tactics are played out. Real world negotiation examples are examined in detail and delegates are then asked to participate in similar setup to use the negotiation principles discussed in the course. Comprehensive step-by-step instructions are provided for trainers to help delegates understand the core prin-ciples of negotiation and monitor their progress through practicals.

The course also contains a number of optional exercises which along with the broad content provided makes it easy to extend the course to 1.5 days if necessary. Instructions on this are provided in the guidelines for trainers included in the pack to pace the course correctly.

DESIGNED WITH CASE STUDIES AND EXERCISES FROM THE OUTSET TO HELP DELEGATES MASTER THE NEGOTIATION SKILLS DURING THE COURSE AS QUICKLY AS POSSIBLE

LEARNING OUTCOMEBy the end of this course, participants will be able to:● Understand the underlying principles of negotiation and learn what you can do to get the best outcome

● Use a negotiation strategy that moves you closer to a win/win outcome

● Prepare for negotiation by following a step-by-step approach and set your critical limits

● Use a set of psychological tactics to explore the other side’s motives & learn how to respond to tactics used by them

● Derive specific values based on your negotiation variables & use them to bargain systematically over your settlement range

● Finalise the outcome of your negotiation to get exactly what you have asked for.

THE PHILOSOPHYWe constantly research a variety of fields such as psychology, game theory, body language, influ-ence and real-life negotiations to enhance this course

Negotiation is a practical skill and as a result the best way to learn it is by practicing it. This course was designed from the outset to support hands-on training of this vital skill to maximise knowledge transfer and increase the retention rate of delegates so the skill is used correctly long after the course is delivered.

We believe that one of the best ways to learn is by going through examples. Important negotiation principles in this course are always accompanied by examples as this makes it easier for delegates to understand the topic rather than just to be given a number of guidelines to read. Examples followed by exercises greatly help the delegates to immediately put what they learned into practice and test it out for themselves. This process helps delegates to memorise the process faster while

it allows the trainer to easily teach the topic, monitor the delegates’ progress and provide feedback based on their specific performance. Since the skills are transferred through easy-to-follow logical step-by step guides, it is easy for the trainers to teach the topic and the dele-gates to learn them. This approach makes this course highly effective in teaching negotiation skills while also makes it easy for trainers to prepare themselves to deliver it.

We constantly re-examine the course based on feedback received from delegates and trainers to further streamline the process and increase the efficiency of the course.

PROGRAM CONTENT

INTRODUCTION TO NEGOTIATION

● Why do you need to negotiate?

● What types of negotiations exist?

● What are the characteristics of a confident negotiator?

● How to handle conflicts in negotiations?

● What steps do you need to go through when negotiating?

● What is the difference between negotiation and persuasion?

NEGOTIATION STRATEGY

● What outcome should you aim for?

● How to perform Outcome Analysis?

● What is the best negotiation strategy?

● Should you bargain over positions explicitly?

● What is principled negotiation?

● What strategies can you use to take the upper hand in negotiations?

● What can you do to move the negotiation forward when you think it is getting stuck?

In this highly practical course delegates will learn:

HOW TO NEGOTIATE

● What is the 8-Step negotiation preparation guide?

● How to discuss negotiation variables?

● How to set your selling or buying limits systematically?

● How to manage your Settlement Range?

● How to manage concessions when you give them or receive them?

● How to break deadlocks?

● How to settle a negotiation to get what you asked for?

● How to close a negotiation?

EMOTIONS IN NEGOTIATIONS

● How to handle negotiations emotionally?

● How to bargain effectively?

● How to take advantage of human emotional reaction and use that to your benefit?

● How to take advantage of body language?

● How to express your disagreement while maintaining the relationship?

HANDLING PSYCHOLOGICAL TACTICS IN NEGOTIATIONS

● What are psychological tactics used in negotiations and how to respond to them?

● How to big up your side of the negotiation and bring down theirs?

● How to handle their lack of authority to proceed?

● How to respond when you are given only one choice?

● How to handle a demanding negotiator?

● How to handle an angry negotiator?

● How to respond to shock tactics?

INVESTMENTPlease contact the corporate consultant.The investment and duration would be quoted after Corporate TNA ( Training Needs Analysis).

COURSE MATERIALThe delegates would be provided with notes and handouts.

Reference books or websites would be suggested to the delegates for further reading.

CERTIFICATIONCourse Completion Certificate would be issued at the end of the training by Zabeel International. This certificate can get attested from Ministry of Education, UAE.

ZABEEL ADVANTAGEZabeel Institute, established in 1988, is a leading Educational and Training Institute for executives in Dubai and is accredited by the Min-istry of Education, UAE. We offer training programs to professionals from various industries like Administration, Engineering, Construction, Projects, Accounts & Finance, Management and Languages etc.

Over 25 Years Experience in training Professional Executives

Achiever of many QUALITY AWARDS for training from 1988 till date

Qualified and Certified Trainers

Sophisticated Lab with High end machines and Licensed software

Certificates attested by the Ministry of Education, UAE

Vast resource materials for reference & course materials

Free online support for further assistance

Free follow up orientation seminars, workshops and placement assistance

Bur Dubai | Karama | Al Qusais | Deira | Knowledge Village | Abu Dhabi | Sharjah | RAK

600 52 4448Email : mail@zabeelinstitute.aeWeb : www.zabeelinstitute.ae

Suite # 207, Apsara Super Market Building, Bank Street, Bur Dubai, Dubai, United Arab Emirates

UNITED ARAB EMIRATESMINISTRY OF EDUCATION